Customer Care Representative I

About the role

Kerr Dental is seeking a Customer Care Representative I to answer internal and external customer calls promptly and professionally, respond to inquiries by email and electronic data interchange (EDI), and contribute to company revenue by meeting productivity and quality standards.

Responsibilities

• Answer a high volume of customer phone calls promptly and professionally within department standards.
• Handle internal and external customer inquiries through the Customer Relationship Management (CRM) system.
• Develop and maintain knowledge of the majority of product lines.
• Monitor assigned open cases in the CRM system and prioritize them to meet department goals while providing exceptional customer service.
• Enter promotional orders in the CRM system to support department Key Performance Indicators (KPIs).
• Accurately document and process customer complaints in the Enterprise Resource Planning (ERP) system (Oracle) and escalate them to designated departments for further handling.

Datos clave

• The role handles internal and external customer calls and inquiries by email and EDI.
• The role monitors assigned open cases in the CRM system and enters promotional orders.
• Customer complaints are documented and processed in Oracle and escalated to designated departments.