Receives and handles telephone calls from customers calling to place orders, inquire about products, and assists with other related questions
Engages with customers and responds to inquiries via live chat
Suggests related products (cross-selling) or upgraded products (up-selling) to the customer to purchase.
Informs customers of promotional items and manufacturer's specials, utilizing consultative sales techniques.
Handles customer complaints, typically regarding pricing errors or items on back order.
Forwards elevated calls to management, including competitor price matching issues, which fall below guidelines.
Attends monthly team meetings and completes all compliance trainings.
Remains current in product knowledge, selling best practices, and industry trends.
Assists internal and external customers, navigate Henry Schein and find solutions to various problems.
Participates in special projects and performs other duties as required.
In addition to the essential duties and responsibilities listed above, all positions are also responsible for:
Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that is in compliance with all Company policies and procedures including Worldwide Business Standards.
Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.
SPECIFIC KNOWLEDGE & SKILLS:
Bilingual in Spanish preferred
Strong selling skills
Negotiation skills
Ability to answer a high volume of incoming calls
Ability to call out as needed
Able to learn applicable computer systems (AS-400, live chat platform, Salesforce, Siebel, Workday etc.)
Work independently with limited supervision
GENERAL SKILLS & COMPETENCIES:
Very good time management skills and the ability to prioritize work and meet deadlines
Very good attention to detail and accuracy
Customer service oriented and ability to work with complex issues
Ability to plan and arrange activities
Very good interpersonal communication skills
Very good written and verbal communication skills
Ability to maintain confidential and highly sensitive information
Ability to work in a team environment
Ability to multi-task
Establish productive working relationships at multiple levels within the organization
MINIMUM WORK EXPERIENCE:
Typically 2 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.
At the time of this posting, this position is eligible for an incentive not reflected in the posted range subject to the achievement of the plan.
Other benefits available include: Medical, Dental, and Vision Coverage, 401K Plan with Company Match, PTO, Paid Parental Leave, Income Protection, Work Life Assistance Program, Flexible Spending Accounts, Educational Benefits, Worldwide Scholarship Program and Volunteer Opportunities.
For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com
Benefits
Dental insuranceVision insurance401(k)Paid time offFlexible scheduleEquity / stock optionsParental leave
Additional Information
JOB OVERVIEW:
The Inbound Telesales Representative is responsible for handling a high-volume of incoming telephone phone calls and live chat inquiries from customers contacting Henry Schein to place orders, inquire about products, and assist with related issues. This role proactively recommends products and promotional items to enhance customer experience and drive additional sales opportunities. In addition, the Inbound Telesales Representative addresses customer concerns and complaints, and partners with other teams to facilitate returns, reorders, and credit-related issues. The position also works closely with management to obtain approval for pricing overrides and to review exceptions related to product shortages and availability.
Please note : This position is hybrid and based in Grapevine, TX . Candidates must reside in the local area and be available to work onsite one day per week. The hours are Monday - Friday, 8:30AM - 5:00PM CST .
Henryschein · Grapevine -, TX