Customer Service Representative

Job Description

Job Title: Customer Service Representative

Department: Customer Service

Reports To: Customer Service Manager

Location: Gillingham – flexible

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:

The role holder will be expected to be responsible for the following:

• 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:

Qualifications:

• High standard of spoken and written English is required together with basic numeracy

Skill & Experience:

• 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:

We believe the type of person best suited to this role will be:

• 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

Our benefits include:

• A competitive salary
• 25 days holiday a year, with ability to buy up to 5 days holiday each year
• Life Insurance
• Cycle to Work scheme
• Subsidised gym membership
• Access to Health & Wellbeing Apps
• Employee discounts
• A hybrid, flexible working culture

About Henry Schein:

At Henry Schein, our mission is to provide innovative, integrated health care products and services; and to be trusted advisors and consultants to our customers - enabling them to deliver the best quality patient care and enhance their practice management efficiency and profitability.

We know that our Team Schein Members (TSMs) are integral to bringing our mission to life and our success has been built on the commitment of Team Schein, a highly motivated and diverse group of professionals who are dedicated to meeting the needs of our customers. Every TSM shares a singular focus, fostering an environment that allows each of us to achieve our goals.

Henry Schein offers a diverse range of career opportunities, and we firmly believe that by fostering an environment built on ethics, open communications, mutual benefits, creativity, and recognition of the contributions of all TSMs—at all levels—we can help ensure that our best years are yet to come. As such, we are proud to be an equal opportunities employer and our integrated approach to diversity and inclusion ensures success by cultivating our Culture, recruiting, and retaining diverse Talent, supporting our Marketplace, and continuing our commitment to Society.

As a business we are committed to fulfilling our responsibilities as a Corporate Citizen, and we’ve been recognised for nine consecutive years by Ethisphere as one of the Worlds Most Ethical Companies.

Henry Schein is committed to the principle of equal opportunities in employment in all spheres of its operation. Henry Schein UK Holdingsstrives 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.