Provides internal support and builds relationships with assigned customers or groups of customers and/or Sales Consultants. Builds relationships by assisting them in their efforts to meet their goals and objectives by promoting efficiency and expediting requests to increase satisfaction.
ESSENTIAL RESPONSIBILITIES & ACCOUNTABILITIES:
Receives telephone calls, e-Mails and faxes from customers and Sales Consultants to answer inquiries on various issues, including orders, invoices, and shipments. Processes return authorizations, credits, traces customer order shipments and researches and resolves short shipment claims. Applies customer credit card payments, spreads unapplied cash and credits as requested by the customer.
Processes orders and order cancellations as requested by the customer or Sales Consultants. Processes flu vaccine contracts, enters flu vaccine orders and processes live orders upon confirmation.
Performs customer account maintenance (changes address, changes account name/doctor name, closes accounts) as requested and in accordance with policies and procedures. Utilizes Siebel for alert comments to flag and identify assigned accounts.
Builds customer relationships by accommodating customer's requests relating to reasons they have been designated to Customer Care. Provides promotional information and services to customers and Sales Consultants.
Interacts with Distribution Centers regarding post-order inquiries, such as requesting shelf checks to ensure product availability, inquiries on lot numbers, order revisions and expediting orders.
Notifies Sales Consultants, Sales Management and department managers of unusual customer concerns that may require additional support or attention.
Contacts manufacturers for warranty, product, technical, drop ship and return information
Participates in training sessions, in-services and meetings to enhance skills, system use and product knowledge.
Participates in special projects and performs other duties as required.
In addition to the essential duties and responsibilities listed above, all positions are also responsible for:
- Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures including WorldWide Business Standards.
- Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.
Two years call center, customer service, sales experience or equivalent required.
High school diploma or the equivalent required.
Specialized Knowledge and Skills:
Strong selling, customer service and negotiation skills. Good telephone etiquette. Ability to answer a high volume of calls and prioritize tasks. Effective dispute resolution. Ability to learn applicable computer systems. Ability to work independently with limited supervision.
Travel to meetings, customer sites or training sites may be required on occasion.
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
Job Field: Administrative