Hybrid Multichannel Customer Support Specialist

Henry Schein; Gillingham; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

25 days holiday

Life Insurance

Cycle to Work

Gym membership

Health & Wellbeing Apps

Employee discounts

Hybrid/flexible working

Job summary

Henry Schein in the United Kingdom is seeking a Customer Service Representative to deliver an exceptional experience to dental professionals. You will listen, understand needs and provide friendly, effective solutions across telephone, email and other channels.

During a training period you’ll learn processes and systems, log call details in CRM, coordinate with internal teams and external partners, and help ensure on-time delivery and returns.

Qualifications

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

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.

Skills

English proficiency

Customer service experience

Keyboard speed

Windows/Microsoft Office

Salesforce

JD Edwards

Dental product knowledge (advantage)

Tools

Salesforce

JD Edwards

Windows

Microsoft Office

Job description

Henry Schein in the United Kingdom is seeking a Customer Service Representative to deliver an exceptional experience to dental professionals. You will listen, understand needs and provide friendly, effective solutions across telephone, email and other channels.

During a training period you’ll learn processes and systems, log call details in CRM, coordinate with internal teams and external partners, and help ensure on-time delivery and returns.