Customer Service Representative - Mequon, United States - Enovis

Description

Job Description:

At Enovis we sweat the little things. We embrace collaboration with our partners and patients, and we glory in the grind of scientific excellence - with the goal of transforming medical technology as we know it.

Because that's how we change the lives of patients for the better. And that's how we create better together.

As a key member of the Footcare Solution business you will play an integral part in helping Enovis drive the medical technology industry forward through transforming patient care and creating better patient outcomes.

Job Title:

Customer Service Specialist

Reports To:

Sr. Customer Care Manager

Location:

Mequon Headquarters

Business Unit Description:

Footcare Solutions

Job Title/High Level Position Summary: The Customer Care Specialist is tasked with delivering world-class customer experience to our customers. Build a strong relationship with them to ensure continued growth of these accounts via email and voice correspondence.

Team members must develop an in-depth understanding of our processes and products to resolve any customer issue. Critical to this would be the quality of resolution and time taken to resolve. The main objective would be to make every interaction with the customer an opportunity to wow them, thereby building brand loyalty.

Passion for providing exceptional customer service, effective verbal and written communication skills, and willingness to adapt to a changing environment are critical to success in this role.

Key Responsibilities:

• A stellar communicator with the ability to speak effectively to customers from diverse backgrounds.
• Customer-centric, allowing you to maintain high level of customer focus in a variety of different and complicated situations.
• Effective problem solver.
• Advanced communication skills (written and verbal).
• Strong multi-taking abilities.
• Comfortable in a dynamic, fast-paced working environment.
• Skilled and insightful to the needs of customers.
• Proficient computer system-based tools including Microsoft Office applications, e-mail, web browsers and spreadsheet software. Experience with preferred.
• Other duties as assigned.
• Participate in cross-site and cross-business efforts to both share and adopt best practices throughout the Enovis network.

Minimum Basic Qualifications:

Experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Efficiency (Productivity) - Responsible for handling inbound and outbound calls. No of calls/emails handled and average handle time.
• Effectiveness (Velocity) - Average speed of answer and response time on emails. First call resolution (FCR) and time taken to resolve (TTR)
• Strong work ethic, demonstrates commitment, dedication and highly engaged.
• Relates well to all types of people inside and outside the organization, builds rapport and productive relationships.
• Excellent listening skills and easy to approach attitude.
• Ability to work alone and with a team in a highly structured environment.
• A high degree of professionalism; inclusive and collaborative work style.
• Quality - maintain high quality audit scores and C Sat %.
• Help grow the accounts with the quality of service. Zero account attrition.
• Responsible to maintain the designated inboxes.
• Ability to multitask and handle multiple systems simultaneously.
• Responsible for logging all customer interactions in SFDC and accuracy of case logs.
• Support customers with E2E process and product knowledge.
• Assist customers with placing orders, returns.
• Advise customers on policies, procedures.
• Advise customers on pricing, freight, account information.
• Team player

Industry Knowledge

• n/a

Travel Requirements:

• n/a

Desired Characteristics:

• Experience in training others preferred.
• Ability to interact with multiple levels of leadership.
• Self-starter with the ability to work independently.
• Strong written and verbal communication skills
• Promote and maintain a safe, healthy, and ethnical work environment.
• Fosters a positive work environment and encourages collaboration among team.
• Proficient in use of computers/office equipment
• Ability to troubleshoot complex product problems using independent judgement.

"Creating better together". It's the Enovis purpose, and it's what drives us and empowers us every day on a global scale. We know that the power to create better - for our customers, our team members, and our shareholders - begins with having the best team, pursuing common goals, operating at the highest levels, and delivering extraordinary outcomes.

Watch this short video and discover what creating better together means to us at Enovis:

Our Enovis Purpose, Values and Behaviors on Vimeo

We offer a comprehensive benefits package which includes:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Spending and Savings Accounts
• 401(k) Plan
• Vacation, Sick Leave, and Holidays
• Income Protection Plans
• Discounted Insurance Rates
• Legal Services

ABOUT ENOVIS

Enovis Corporation (NYSE: ENOV) is an innovation-driven medical technology growth company dedicated to developing clinically differentiated solutions that generate measurably better patient outcomes and transform workflows. Powered by a culture of continuous improvement, global talent and innovation, the Company's extensive range of products, services and integrated technologies fuels active lifestyles in orthopedics and beyond. Visit to learn more.

EQUAL EMPLOYMENT OPPORTUNITY:

Enovis provides equal employment opportunities based on merit, experience, and other work-related criteria and without regard to race, color, ethnicity, religion, national origin, sex, age, pregnancy, disability, veteran status, or any other status protected by applicable law. We also strive to provide reasonable accommodation to employees' beliefs and practices that do not conflict with Enovis policies and applicable law. We value the unique contributions that every employee brings to their role with Enovis.

ABOUT ENOVIS

Enovis Corporation (NYSE: ENOV) is an innovation-driven medical technology growth company dedicated to developing clinically differentiated solutions that generate measurably better patient outcomes and transform workflows. Powered by a culture of continuous improvement, global talent and innovation, the Company's extensive range of products, services and integrated technologies fuels active lifestyles in orthopedics and beyond.For more information about Enovis, please visit

EOE AA M/F/VET/Disability Statement

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, religion, color, national origin, sex, protected veteran status, disability, or any other basis protected by federal, state or local laws.