JOB OVERVIEW:
This position is responsible for receiving and handling high-volume telephone calls and live chats from customers contacting Henry Schein to place orders, inquire about products, and assist with related issues. This position suggests products to our customers to purchase and emphasizes promotional items. In addition, the Inbound Telesales Rep handles customer complaints, and coordinates with Customer Service on product returns, re-orders, and credit issues. This position consults with managers to obtain approval on overriding product pricing, and to review restrictions on product shortages.
KEY RESPONSIBILITIES:
- Receives and handles telephone calls from customers calling to place orders, inquire about products, and assists with other related questions
- Engages with customers and responds to inquiries via live chat
- Suggests related products (cross-selling) or upgraded products (up-selling) to the customer to purchase.
- Informs customers of promotional items and manufacturer's specials, utilizing consultative sales techniques.
- Handles customer complaints, typically regarding pricing errors or items on back order.
- Forwards elevated calls to management, including competitor price matching issues, which fall below guidelines.
- Attends monthly team meetings and completes all compliance trainings.
- Remains current in product knowledge, selling best practices, and industry trends.
- Assists internal and external customers, navigate Henry Schein and find solutions to various problems.
- Participates in special projects and performs other duties as required.
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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.
SPECIFIC KNOWLEDGE & SKILLS:
- Strong selling skills
- Negotiation skills
- Ability to answer a high volume of incoming calls
- Ability to call out as needed
- Able to learn applicable computer systems (AS-400, live chat platform, Salesforce, Siebel, Workday etc.)
- Work independently with limited supervision
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
MINIMUM WORK EXPERIENCE:
Typically, 2 or more years of related experience.
PREFERRED EDUCATION:
Typically, High School education, vocational training and/or on-the-job training. Bachelor's degree preferred.
TRAVEL / PHYSICAL DEMANDS:
Office environment. No special physical demands required.
The posted range for this position is $33,815 - $52,836 which is the expected starting base salary range for an employee who is new to the role to be fully proficient in the role. Many factors go into determining employee pay within the posted range including education, prior experience, training, current skills, certifications, location/labor market, internal equity, etc.
This position is eligible for an incentive not reflected in the posted range.
Other benefits available include Medical, Dental, and Vision Coverage, 401K Plan with Company Match, PTO [or sick leave if applicable], Paid Parental Leave, Income Protection, Work Life Assistance Program, Flexible Spending Accounts, Educational Benefits, Worldwide Scholarship Program and Volunteer Opportunities.
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