JOB OVERVIEW:
This position is responsible for receiving telephone calls from customers to answer inquiries on various issues, including orders, bills, and shipments. Issues call tags, credits and traces customer order shipments. Interacts with sales TSM's to inquire about products and the calls of customers intending to place orders. Interacts with Distribution Center TSM's regarding post order inquiries. Applies customer credit card payments and ACH payments.
KEY RESPONSIBILITIES:
55%
Receives telephone calls from customers to answer inquiries on various issues, including orders, bills, and shipments. Issues call tags (merchandise returns), credits, and traces customer order shipments. Handles sensitive customer issues.
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5%
Interacts with sales TSM's to inquire about products and the calls of customers intending to place orders.
5%
Interacts with Distribution Center TSM's regarding post order inquiries. Also inquires on the status of NSI (non-stocking item) orders.
20%
Applies customer credit card payments and ACH payments and/or directs payments to bank lock boxes. Also collects payments from customers contacted by the Credit department.
2%
Issues refund checks to customers.
5%
Contacts manufacturers for warranty and product information.
3%
Processes order cancellations and back order cancellations.
5%
Participates in special projects and performs other duties as needed.
SPECIFIC KNOWLEDGE & SKILLS:
- Good telephone etiquette, ability to answer a high volume of calls, effective dispute resolution.
- Ability to learn applicable computer systems.
GENERAL SKILLS & COMPETENCIES:
- Very good time management skills and the ability to prioritize work and meet deadlines
- Very good attention to detail and accuracy
- Customer service oriented and ability to work with complex issues
- Ability to plan and arrange activities
- Very good interpersonal communication skills
- Very good written and verbal communication skills
- Ability to maintain confidential and highly sensitive information
- Ability to work in a team environment
- Ability to multi-task
- Establish productive working relationships at multiple levels within the organization
Typically 2 or more years of related experience.
PREFERRED EDUCATION:
Typically High School education, vocational training and/or on-the-job training
TRAVEL / PHYSICAL DEMANDS:
Travel typically less than 10%. Office environment. No special physical demands required.
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.
For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers