Customer Care Representative II

Job Description:

The Customer Care Representative II provides support to US, Canadian, and International customers, handling inquiries, orders, and complaints via CRM and ERP systems. This role requires at least 18 months of relevant experience, a high school diploma or equivalent, and proficiency with Microsoft Office. Strong communication skills, attention to detail, and the ability to prioritize tasks are essential. Responsibilities include collaborating with multiple departments, supporting accounts receivable and compliance processes, and participating in training and continuous improvement initiatives. This individual will contribute to the company revenue by consistently meeting productivity and quality standards. 

Essential Duties and Responsibilities

• Through the utilization of a Customer Relationship Management (CRM) system, will respond to customer inquiries and requests, and resolve issues.
• Regularly monitor assigned open cases in the CRM system and prioritize cases to ensure department goals are met while providing exceptional customer service.
• Process customer orders and complaints in ERP system (Oracle) promptly and accurately.
• Answers customer phone calls professionally within department standards.
• Utilize comprehensive knowledge of product lines to effectively assist customers with issues.
• Supports the coordination of repairs and replacements and processes credits and debits.
• Provides support for accounts receivable functions, including payment inquiries, credit resolution, and account reconciliations, ensuring compliance with U.S. and international standards.
• Supports onboarding and ongoing training initiatives for team members across U.S. and international markets to ensure consistent knowledge and service delivery.
• Effectively collaborates with U.S. and international customers and partners, navigating trade compliance, regulatory differences, and cross-border logistics.
• Effectively collaborate with multiple departments such as logistics, trade compliance, regulatory affairs, supply chain, and sales when needed to resolve customer issues.
• Create and maintain customer accounts.
• Attend, understand, and actively participate in daily department Key Performance Indicator (KPI) meetings.
• Attend required department training courses on and offsite when needed.
• Creates and maintains customer accounts.
• Promptly communicate anticipated issues or challenges to leadership.
• Completes special projects to support internal and external customers.
• Attends, understands, and actively participates in daily department KPI meetings.
• Attends and understands problem solving processes (PSP).
• Participates in continuous improvement activities under Envista Business System (EBS) to contribute to a high-performing team while meeting customer satisfaction.
• Complete annual compliance trainings via computer.
• Follows company policies and procedures including quality and safety.

Physical Demands:

• Constantly sits.
• Frequently uses hands and fingers. 
• Occasionally walks and stands.
• Rarely bends and stoops.
• Occasionally reaches up/down with arms.  
• Occasionally lifts and/or moves up to 5 lbs

Job Requirements:

Education & Experience:

• High School Diploma or equivalent education.
• Minimum of 18 months of relevant work experience.
• Experience providing customer service to US, Canadian, & International customers, highly preferred

Skills and Abilities:

• Proficient with Microsoft Office including Outlook, Word, and Excel (intermediate) required.
• Proven success in quickly learning computer systems required.
• Strong attention to detail is required.
• Effective verbal and written communication skills in English required.
• Proficiency in reading and interpreting documents in English required.
• Proven success in prioritizing assigned work required.
• Ability to gather, understand, and interpret information required.
• Good analytical and conceptual thinking skills required.
• Ability to build and maintain good rapport and handle situations with confidence, tact, and resourcefulness required.
• Customer-centered mindset and ability to effectively deescalate emotions required.
• Knowledge of accounts receivable processes and international trade compliance preferred.
• Must be willing to work on-site in Pomona 4 days per week

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Target Market Salary Range:

Actual compensation packages take into account a wide range of factors that are unique to each cand