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Customer Service Rep

Company Name:
Henry Schein, Inc.
Title: Customer Service Rep Location: SC-Irmo
JOB SUMMARY:
Provides a high level of customer and sales support within an assigned area of business. Receives and handles incoming requests via phone, fax, web form and email from medical customers for assistance with all facets of the order fulfillment process including order placement, product research, returns, credits, customer complaints, etc. Assist customers with resolving technical questions and provide instruction on website functionality.
ESSENTIAL RESPONSIBILITIES & ACCOUNTABILITIES:
Receives and handles telephone calls, faxes, web forms and emails from medical customers requesting assistance with placing orders, product information, return of merchandise, order tracking and tracing, and other related issues. This sometimes involves evaluation, analysis, and problem solving to fulfill a customer request.
Consults with sales representatives and managers to receive authorization for customers to return certain products, including product recalls, issue call tags, override product pricing and review restrictions on product shortages.
Maintains up-to-date customer records in accordance to company standards, and attends and participates in sales meetings, and training programs, as required.
Works with internal groups to assist customers in ordering items not yet made available on the eSurg website or the company does not typically sell (new / non-stocking items) and must purchase directly from the vendor, or regarding post-order inquiries, such as requesting shelf checks to ensure product availability.
Informs customers of promotional or seasonal items such as influenza vaccine and assist with taking customer pre-orders.
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.
Experience:
One year customer service experience with sales support or order fulfillment required.
Specialized Knowledge and Skills:
Strong customer service skills. Basic product knowledge. Good telephone etiquette, ability to answer a high volume of calls and email. Comfortable learning and maneuvering through multiple tools and applications. Excellent organizational and time management skills.
Other:
N/A
Customer Service Rep SC-Irmo 10975

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