Customer Care Specialist - USDG (PST)

Henry Schein

About The Position

JOB OVERVIEW: This position is responsible for providing internal support and builds relationships with assigned customers, groups of customers and/or sales consultants. Assists customers and sales teams with various aspects of account support and maintenance including but not limited to, ordering, product information, quotes and customer service-related issues. Builds relationships by assisting them in their efforts to meet their goals and objectives by promoting efficiency and expediting requests to increase satisfaction. Promotes divisional initiatives in all customer interactions.

Requirements

Medical product knowledge preferred
Microsoft Office knowledge preferred
Excellent time management skills and the ability to prioritize work
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
Analytical thinking
Oversee small to medium sized projects
Identify and recommend continuous improvement opportunities
Establish productive working relationships at multiple levels within the organization
Typically 4 or more years of related experience.

Nice To Haves

Typically High School education, vocational training and/or on-the-job training. Bachelor’s degree preferred.

Responsibilities

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.
Drives divisional initiatives in all customer interactions.
Receives and responds to customer and sales teams inquiries via telephone calls, emails and faxes to answer inquiries on various account support activities. This may include order processing, tracking shipments, invoice questions, answering product inquiries, pricing, reporting and special orders.
Handles customer service-related issues which may include, processing return authorizations, credits, traces customer stock order shipments and resolves short shipment claims.
Responds to customer’s concern in a timely fashion, takes appropriate actions to ensure customer issues/opportunities are communicated to appropriate personnel.
Assists with various aspects of account maintenance including new account set-up, address changes, closing accounts, EDI, account assignment, website login for customers, credit, and/or verifications as requested and in accordance with policies and procedures.
Creates quotes and bids for sales consultants to price.
Interacts with internal departments to resolve issues and works with distribution centers regarding post-order inquiries, such as requesting shelf checks, lot numbers, order revisions and expediting orders.
Contacts manufacturers for warranty, product, technical and return information.
Track drop ship and cross-doc items.
Notifies sales consultants, sales management and department management of unusual customer concerns that may require additional support or attention.
Provides varying sales support activities for U.S. Specialty Distribution Group (USDG) as needed.
Attends all meetings and participates in all training programs as required.
Participates in special projects and performs other duties as required.