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Customer Service Representative
West Columbia, SC
Job Description
Come Join our Team!
Henry Schein Orthodontics, a subsidiary of Henry Schein Inc, is a leading manufacturer of orthodontic appliances, clear aligners, and technology for the global orthodontic marketplace. We provide innovative products, services, and solutions to help orthodontic practitioners deliver exceptional care to their patients, while concurrently building successful practices. In the USA, our products are marketed to orthodontic practitioners through a strong direct sales force, and internationally, our products are sold in more than 85 countries through 160+ distributors. We are dedicated to providing the orthodontic profession with high quality, innovative products and treatment solutions, backed by attentive customer service and educational support. At Henry Schein Orthodontics everyone is part of the team, with the same goal; to improve patient care and continue to “Advance the Future of Orthodontics” for generations to come.
Henry Schein Orthodontics, a subsidiary of Henry Schein Inc, is a leading manufacturer of orthodontic appliances, clear aligners, and technology for the global orthodontic marketplace. We provide innovative products, services, and solutions to help orthodontic practitioners deliver exceptional care to their patients, while concurrently building successful practices. In the USA, our products are marketed to orthodontic practitioners through a strong direct sales force, and internationally, our products are sold in more than 85 countries through 160+ distributors. We are dedicated to providing the orthodontic profession with high quality, innovative products and treatment solutions, backed by attentive customer service and educational support. At Henry Schein Orthodontics everyone is part of the team, with the same goal; to improve patient care and continue to “Advance the Future of Orthodontics” for generations to come.
JOB SUMMARY:
Receives electronic communications and telephone calls from customers from global customer base, answering inquiries and resolving customer concerns, ensuring customer satisfaction. Issues RMA numbers, call tags and initiates credits. Interacts with sales TSMs and documents all of the above in CRM. Interacts with Distribution Center TSMs regarding pre- and post-order issues. Initiates process for customer credit card payments and credits.
ESSENTIAL RESPONSIBILITIES & ACCOUNTABILITIES:
- Answers customer calls and inquiries, analyzing individual situations and taking appropriate action to ensure customer needs are met.
- Initiatives followup communication (oral or written), as necessary, with customers or suppliers. Coordinates with other internal departments, as necessary, on customer service matters.
- Processes overflow sales order calls for Inside Sales Staff, as needed, cross selling products on all calls, and, where appropriate, offering substitutions for backordered items
- Responsible for customer returns process, including but not limited to:
- Resolves product return issues and processing replacement orders, when necessary.
- Issues RMA numbers and call tags, when necessary, and forwards RMA information to the appropriate department(s), coordinating activities concerning credits and returns as per company policy
- Processing RMA receipts once returned goods are returned.
- Tracks packages for customers and resolves shipping issues with carriers.
- Monitor backorders, by territory, for international retail orders and provides estimated time of delivery.
- Updates international shipping log on a daily basis, as requested, for shipped orders.
- Other projects/duties, as assigned by Supervisor
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.
Experience:
Specialized Knowledge and Skills:
Other:
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status
- Three or more years call center, customer service experience, or comparable experience required, preferably processing returns, re-orders, import and exports .
- Excellent telephone etiquette, ability to answer a high volume of calls
- Effective dispute resolution skills.
- Excellent language and communication skills.
- Proficient in the use of Word Excel, Outlook, and Order Entry window-based systems.
Specialized Knowledge and Skills:
- Proficiency in Spanish (verbal and written), or another language preferred.
Other:
- High School Diploma required, Associate’s degree preferred.
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status
Job Summary
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
3+ years
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