Customer Service Representative

Henry Schein, Inc.; Gillingham; Hybrid; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Work From Home

Hybrid work schedule

Onsite work

Job summary

Henry Schein UK is seeking a Customer Service Representative to deliver an exceptional experience to dental professionals. You will listen carefully, answer inquiries via phone and email, log details in CRM, and coordinate with internal teams to resolve issues promptly.

You should have strong English, keyboarding speed, and familiarity with Windows/Microsoft Office. Experience in customer service and Salesforce knowledge are advantageous.

Qualifications

• High standard of spoken and written English.
• Fast and accurate keyboard operation.
• Knowledge of Windows/Microsoft Office.
• Previous customer service experience would be an advantage.
• Knowledge of Salesforce would be an advantage.
• Knowledge of JD Edwards would be an advantage.
• Knowledge of dental products would be an advantage.

Responsibilities

• Friendly, polite and helpful communication by telephone, email and omni channels.
• Listen carefully and ask questions to understand customer needs.
• Log call details into a CRM case file promptly.
• Handle high volumes of calls with first touch resolution or appropriate logging.
• Collaborate with internal departments, field teams, and external agencies to resolve issues.
• Coordinate with carriers to track deliveries and arrange returns.

Skills

English proficiency

Keyboard skills

MS Office

Customer service exp

Salesforce knowledge

JD Edwards knowledge

Tools

Salesforce

JD Edwards

Job description

Job Description Overview

Giving our customers an exceptional Henry Schein experience is what drives our Customer Service team. Our representatives are passionate about listening to our customer’s needs and taking action, giving information or resolving issues so their experience with Henry Schein is an easy and enjoyable one and allows them to get on with their jobs as dental professionals. Following a training period Customer Service Representatives communicate with customers by telephone, email and other omni channels, offering friendly, helpful, effective solutions that ensure they are left feeling completely satisfied with the outcome and most importantly valued by Henry Schein. We also offer exceptional and timely support to the Internal Sales teams, Field Sales teams and Accounts teams to ensure customers receive a seamless Henry Schein experience.

Job Responsibilities

• Friendly, polite and helpful communication by telephone, email and other omni channels
• Ability to listen carefully and skilfully ask questions to understand how you can help customers
• Quick and accurate logging of call details into a case file on CRM
• Ability to answer high volumes of calls, provide first touch resolution or log details to be investigated and closed out providing the customer with a date for update
• Collaboratively, liaising with internal departments, field teams, manufacturers and external agencies to obtain information to resolve issues
• Communicating effectively with external carrier companies to track deliveries, obtain proof of delivery and arrange collection of parcels for returns to the warehouse
• Professional, accurate and timely processing of Adverse Event and Product Recall situations
• Administrative duties including providing COSHH sheets on request from customers
• Recording and processing small equipment repairs
• Processing non-stock orders and raising credit notes
• Evaluating and preparing Carrier insurance claims
• Providing customers with online support
• Providing information on the anticipated arrival of stock into the warehouse
• Support reporting functions to ensure that both personal and team targets are met and exceeded
• Deal with front line telephone enquiries for the Customer Accounts Dept
• Participate in special projects and perform other duties as required

Job Skills & Experience Required

To succeed in this role, you’ll need the following:

• High standard of spoken and written English is required together with basic numeracy
• Fast and accurate keyboard operation required
• Knowledge of Windows/Microsoft office systems/use of e-mails required
• Previous customer service experience would be an advantage
• Knowledge of Salesforce communication would be an advantage
• Knowledge of J D Edwards systems would be an advantage
• Knowledge of dental products while not essential would be an advantage

Person Specification

• Enthusiastic Problem solver
• Excellent telephone manner
• Courteous and cheerful
• Handles pressure well
• Prepared to ‘go the extra mile’ for the customer
• Work well within a team
• Able to use initiative
• Able to also use tact, diplomacy and discretion when dealing with sensitive issues

Equal Opportunities

Henry Schein is committed to the principle of equal opportunities in employment in all spheres of its operation. Henry Schein UK Holdings strives to operate a policy of equal opportunity and not discriminate against any person gender, race, colour, nationality, ethnic or national origin, religion, sexual orientation, marital status, disability, age or any other characteristic protected by law.

Company History & Values

Over 90 years ago Henry Schein borrowed $500 to start a corner pharmacy in Queens, New York, nearly 30 miles from Melville, New York, where our corporate headquarters resides today. In the depths of the Great Depression, Henry and his wife Esther made a bold bet on their future all while living their values of helping health happen and caring for their team and the community they served. Their belief paid off far beyond what Henry and Esther might have dared to imagine in 1932. Henry Schein is now a Fortune 500 Company powered by a network of people and technology to be the world’s leading provider of health care products, services and solutions to office-based dental and medical practitioners. Since our founding we have stayed true to Henry and Esther’s values which has allowed us to evolve, expand, and grow our Company. Now serving more than 1 million customers in 33 countries and territories, the Company's network of trusted advisors provides more than 1 million customers globally with more than 300 valued solutions that help improve operational success and clinical outcomes.

We invite you to join approximately 25,000 Team Schein Members, who are critical to our success and are at the core of our Team Schein Values as our founders would have wanted. We live those values by ensuring that our culture focuses on the wellness of our team, which we accomplish by providing a safe space for individuals to develop and contribute authentically, with opportunities to give back to society and the communities where we live and work. No matter the role you are seeking, we encourage you to come be a part of a team that makes the world a healthier place.

Diversity Inclusion

Henry Schein embraces diversity and is committed to providing equal opportunity to employees and applicants. If you are unable or limited in your ability to complete the application process, including the use or access of www.henryschein.com/careers, as a result of a physical or mental impairment, you can request reasonable accommodations. Please e-mail the appropriate email address below with the type of accommodation you are requesting. Please include your first and last name, phone number, position for which you are interested in applying and geographic location in your request.

Accommodation Contacts

US Candidates: [e-mail]

UK and Ireland Candidates: [e-mail]

Australia and New Zealand Candidates: [e-mail]

Malaysia Candidates: [e-mail]

Italy Candidates: [e-mail]

Work Arrangements

• Work From Home: Work is performed directly from the TSM's home office.
• Hybrid: Time is scheduled between working from a TSM home office and at a company facility, as required.
• Onsite: Work is performed exclusively at a company facility.
• Field: Position requires traveling to different locations within a specific geographic territory, as assigned.