This position is responsible to answer inquiries (telephone calls and e-transactions) from customers on various issues, including orders, payments and cash applications. Act as a liaison between customers and internal business partners to research and resolve various unique issues requiring special attention. Responsible for multiple Customer Service processes. Assist in on-the-job training of new and existing Customer Service Reps. Perform all duties of a Customer Service Representative.
Responsible for multiple customer service off-phone processes. Processes may include but are not limited to; Customer Service Representative training, undeliverable process, credit pends, Customer Service Hotline, special account management, and system testing.
Receive customer inquiries (telephone calls and e-transactions) on various issues, including orders, payments, and cash applications. Issue call tags (merchandise returns), credits, and trace customer order shipments. Responsible to maintain confidential and highly sensitive information. Apply customer credit card and electronic payments. Issue refund checks to customers.
Perform other duties as needed.
Henry Schein, Inc. is an Equal Employment Opportunity Employer. Qualified Applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.
Typically 2 or more years of related experience.
General education, vocational training and/or on-the-job training.
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 customer service issues
Very good Interpersonal communication skills
Very good written and verbal communication skills
Ability to maintain confidential information
Ability to work in a team environment
Ability to multi-task
SPECIFIC KNOWLEDGE & SKILLS:
Very good telephone etiquette, ability to answer a high volume of calls, effective dispute resolution.
Proficient in JDE, Siebel and MS Office applications.
Proficient and conversant in Customer Service policies and procedures.
Demonstrated leadership skills.
Understanding of related financial transactions.