Customer Engagement Representative

Job Description

Customer Engagement Representative | Nobel Biocare

The Tone:
Nobel Biocare is a company focused on providing leading solutions in the field of dental implantology and is part of Envista, a global portfolio of dental companies. This Customer Engagement Representative position is a hybrid role, primarily based in Madison, WI, requiring 4 days per week on-site. This role is pivotal in connecting prospective customers with sales representatives, ensuring a seamless and efficient transition from initial marketing interest to active sales engagement, thereby directly impacting the company’s growth and customer acquisition efforts.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: Hybrid, Madison, WI
• Pay: $22–$27 hourly
• Mission: Qualify warm marketing leads and schedule appointments for outside sales representatives to drive customer acquisition.
• Tech Stack: CRM, Microsoft Dynamics, Microsoft Office (Outlook, Word, Excel)

What You’ll Actually Do
• Lead Qualification: Qualify inbound marketing leads and schedule sales appointments for outside representatives.
• CRM System Management: Utilize the Customer Relationship Management (CRM) system, adhering to standard work procedures.
• Sales Team Coordination: Maintain open communication with the field sales team to ensure a seamless transition of leads from Marketing to Sales, while also collaborating with other departments like Marketing, Research & Development, and Regulatory Affairs for customer satisfaction.
• Performance & Product Expertise: Meet individual daily, monthly, and quarterly sales appointment targets by providing prospective customers with consultations over the phone, leveraging a high level of product knowledge to increase conversion rates.
• Continuous Improvement & KPI Monitoring: Actively participate in Daily Management meetings to monitor Key Performance Indicators (KPIs) and contribute to continuous improvement activities under the Envista Business System.

The Must-Haves
• Background: High school diploma or equivalent and a minimum of one year of relevant customer service or related experience, with the ability to function effectively in a fast-paced environment where priorities may change rapidly.
• Experience: One year of customer service or related experience; experience with CRM systems is preferred.
• Skills: Proficiency in Microsoft Office, including Outlook, Word, and basic Excel; strong verbal and written communication skills in English, including the ability to read and interpret documents; excellent data entry accuracy and meticulous attention to detail; proven ability to quickly learn and adapt to new computer systems; strong business acumen, including fundamental business management principles; effective prioritization of assigned work, analytical thinking, and information gathering skills; ability to establish customer trust, build rapport, and handle situations with confidence and tact.
• Bonus: Bachelor’s degree; experience with Microsoft Dynamics.