US Customer Care & Sales Support Specialist at Henry Schein in Melville, New York

Job Description:

Description

JOB OVERVIEW:

This position is responsible for providing full cycle support to Zahn Lab customers; supports the First Fit customer list and product educational events; and assists the Zahn Digital Equipment Sales team. This position plays a critical role in building and maintaining strong relationships with Zahn customers; sole owner of all First Fit training events, with revenue and reporting responsibilities; and prepares quotes, schedules equipment set-up, coordinates installation and all trainings in support of the Digital Equipment Sales team.

KEY RESPONSIBILITIES:

• Communicates with customers on a frequent basis and building and maintaining the relationship on behalf of the company.


• Receives telephone calls, e-Mails and faxes from customers and answer inquiries on various issues, including orders, invoices, and shipments. Processes return authorizations, credits, traces customer order shipments and researches and resolves short shipment claims.


• Maintain product knowledge and expertise on all lab products we sell to be able to provide technical support to lab customers.


• Provides laboratory specific product information and promotional material to customers and prospective customers for the purpose of generating additional sales into existing accounts and opening new accounts.


• Analyze customer needs and provide product recommendations for items not currently purchased.


• Supports the entire First Fit customer list, answers product hotline calls. Gives a general product overview, answers high level questions in a professional manner and directs support calls to the correct channels.


• Coordinates all aspects of First Fit educational events through "hubspot." Tracks courses and participants for all educational events.


• Provides financial management including assistance with budget development, maintaining, and reporting budget expenditures and following established record keeping procedures for First Fit courses.


• Identify the unique requirements of each customer and help establish a framework to meet their and their company's goals for a successful training.


• Assist Sales team by taking calls from customers regarding equipment quotes when Sales member is unavailable to answer customer's questions.


• Review reporting metrics with Manager and raise any issues or concerns that affect deliverables to our customers.


• Facilitate new equipment installations (start-up orders, etc.) for customers, handling equipment orders and start up orders from start to finish including scheduling installation and training.


• Identify and implement process improvements to continuously advance our work and the value that we deliver to customers.


• Participates in special projects and performs other duties as required.

KNOWLEDGE:

Intermediate level professional; developing knowledge within own discipline. Some evaluation, originality or ingenuity required to perform tasks. Frequently apply the fundamental concepts, practices, and procedures of a particular field. Apply company policies and procedures to resolve a variety of issues.

COMPLEXITY:

Work on problems of limited to moderate scope and impact where analysis of situations or data requires a review of a variety of factors. Analyze possible solutions using standard procedures to solve straightforward problems. Exercise judgment within defined procedures and practice to determine appropriate action. Build productive internal/external working relationships.

SUPERVISION:

Receive a moderate level of instruction on day-to-day work and detailed instruction and guidance on new projects or assignments.

Qualifications

MINIMUM WORK EXPERIENCE:

Typically 2 to 4 years of related professional experience.

PREFERRED EDUCATION:

Typically a Bachelor's Degree or global equivalent in related discipline.

GENERAL SKILLS & COMPETENCIES:

• Basic understanding of industry practices


• General proficiency with tools, systems, and procedures


• Basic planning/organizational skills and techniques


• Good decision making, analysis and problem solving skills


• Good verbal and written communication skills


• Basic presentation and public speaking skills


• Basic interpersonal skills


• Developing professional credibility

SPECIFIC KNOWLEDGE & SKILLS:

• Strong ability to communicate internally and externally with customers and vendors.


• High degree of professionalism.


• Ability to prioritize and meet deadlines.


• Detail oriented as well as analytical to solve problems.


• Extraordinary follow-up skills, organization and multi task skills as well as plan and manage time


• Confident in the decision making on a daily basis. Possess strong negotiation skills.


• Develops and maintains solid relationships with vendors and internal and external partners working with a wide variety of personality types.

PERFORMANCE REQUIREMENTS:

Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.

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.

For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers

Primary Location

:USA-NY-Melville Apply Now