Customer Service Platinum

Job Description:

At Enovis™ we pay attention to the details. We embrace collaboration with our partners and patients, and take pride in the pursuit 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. Why work at Enovis? See for yourself.

As a key member of the Customer Care Team 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 Representative

Reports To:
Supervisor, Customer Service

Location:
Dr Comfort/Mequon, WI

Business Unit Description:
Enovis Footcare Solutions

Job Title/High-Level Position Summary: The Platinum Customer Care Specialist is tasked with delivering world class customer experience to our accounts. Build a strong relationship with them to ensure continued growth of these accounts.  Communicate with customers via telephone and email. They must have the ability to 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.

Key Responsibilities

• Efficiency (Productivity)
• Responsible for handling inbound and outbound calls.
• Number 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)

Currently, Enovis does not provide sponsorship for employment visas (e.g., H-1B) and will not offer such sponsorship in the future. Applicants must already have full-time work authorization in the United States, both now and in the future, without requiring sponsorship.

Minimum Basic Qualifications:

• 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 inbox
• Ability to multitask and handle multiple systems simultaneously
• Responsible to log 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

Desired Characteristics:

• Effective problem solver
• Strong multi-taking abilities
• Adaptability
• Dedicated Team Player
• Active listener
• Clean attendance record

Travel Requirements: None

“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.

What does creating better together mean to us at Enovis? Discover the “why” behind our purpose, values and behaviors:

 Our Enovis Purpose, Values and Behaviors on Vimeo

We offer a comprehensive benefits package that 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 i