JOB OVERVIEW:
This position is responsible for their assigned customers or groups of customers and/or Sales Consultants from a service escalation perspective. Builds relationships with the goal of assisting customers in their efforts to meet their goals and objectives by promoting efficiency and expediting requests to increase satisfaction. Does this by managing special programs and working with the larger Henry Schein account team.
KEY RESPONSIBILITIES:
- 25% 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
- 25% Resolves unusual customer concerns that may require additional support or attention by communicating with the Sales Team, Sales Management and department managers
- 15% Receives and has on-going communication with customers and sales team via telephone calls, e-Mails and faxes to answer inquiries on various issues, including, but not limited to, service escalations, invoices, and shipments. After hour support may be required
- 10% Participates in special projects and performs other duties as required
- 10% Performs reporting and trending analysis for their customers and provides assistance with additional reporting needed for other team owned accounts
- 5% Performs customer account maintenance (changes address, changes account name/doctor name, open and close accounts) as requested and in accordance with policies and procedures.
- 5% Contacts manufacturers for warranty, product, technical, drop ship and return information
- 5% Participates in training sessions, in-services and meetings to enhance skills, system use and product knowledge
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SPECIFIC KNOWLEDGE & SKILLS:
- Understanding of the Dental Service industry
- Ability to understand the Large Account Service business
- Ability to understand and map processes fully and suggest/adapt to improvements
- Some knowledge of software as a service to continue improving our customer experience
- Ability to report on data and trends to build partnerships with our customers
GENERAL SKILLS & COMPETENCIES:
• Excellent time management skills and the ability to prioritize work
• Ability to set clear team goals, delegate tasks and set deadlines
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with and resolve complex issues
• Ability to plan and arrange activities
• Excellent interpersonal communication skills
• Excellent written and verbal communication skills
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
• Ability to multi-task
• Ability to manage conflict
• Capacity to work effectively under pressure
• Good analysis and problem solving skills
• Oversee multiple and/or complex projects
• Identify and recommend continuous improvement opportunities
• Establish productive working relationships at multiple levels within the organization
MINIMUM WORK EXPERIENCE:
Typically 5 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:
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