Customer Support Executive

Department: Henry Schein Dental – Special Markets

Reports To: Customer Support Supervisor

Location: Gillingham/Hybrid

Overview:

An exciting opportunity has arisen for someone to develop their career working within the commercial Special Markets & Mid Market sectors of the dental industry playing a key role to ensure our customers receive the best business to business experience.

The role is varied and requires excellent customer service skills, strong written communication skills and the ability to work with spreadsheets and data to support customer needs. Tasks include taking inbound customer telephone calls, preparing quotations, resolving queries, liaising with internal teams like Customer Services and Customer Pricing and Analysis, placing orders, Account management, including remote customer meetings, price validation (a close attention to detail and accuracy is essential) and generally making it easy for customers to work Henry Schein successfully. All tasks are completed in line with our quality management system and standard operating procedures and emphasis is placed on driving growth in sales and profitability.

Working closely with the Special Markets field based Key Account Managers, this role will drive efficiency and effectiveness to benefit the customers’ bottom line by identifying and communicating savings opportunities where practice purchases have also been identified as sales generation opportunities

Job Responsibilities:

The role holder will be expected to be responsible for the following:

• Maintain and develop business relationships with customers, including decision makers in the practice based and clinical teams
• Answer inbound calls and queries in a polite and professional manner, ensuring customers are updated with their account product and pricing ranges and any associated information available
• Process purchase orders for Public Sector and DSO customers on the day of receipt, ensuring an accurate attention to detail essential for the prompt delivery of correct products to the customer
• Utilise the CRM system to capture information and/or issues raised by the customer. Document opportunities to upsell products or services available from the wider Henry Schein business.
• Ensure full understanding of CRM content ahead of contacting customers to provide best in class customer service by offering an informed, friendly approach
• Manage the processing and invoicing of ‘Direct Ship’ orders as required
• Process internal field team stock request orders and liaise with the IM Department where necessary for purchase orders over and above normal requirements
• Work on JDE to release on-line orders and relevant hold codes as required to work within deadlines
• Support customers ordering on-line, placing orders on their behalf where manual order placement is approved for those customers
• Ensure effective communication with all internal teams/departments when required ie. Accounts/Customer Pricing & Analysis/Customer Services/Operations/Quality
• Request Credit & Recharge orders when appropriate in line with the sales order.
• Attend staff meetings and training courses when necessary; please note some travel within the UK, customer locations or manufacturers’ premises may be necessary.
• Actively participate in bespoke projects providing timely, structured reporting and updates as required
• Adhere to all Company Policies & Procedures
• Working at all times as part of the wider Special Markets team, collectively take responsibility for meeting daily task fulfilment in order to provide best in class service to customers and colleagues alike

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.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behaviour in completing job duties and assignments.

Job Skills & Experience Required:

To succeed in this role, you will need the following:

• Educated to a high standard or with experience of working in the healthcare or commercial sectors
• Clear communication and excellent written/numeric skills
• Highly organised, able to work under pressure and detail orientated
• Ability to use Microsoft applications
• Previous office-based customer service/sales or Dental experience an advantage

Person Specification:

We believe the type of person best suited to this role will be:

• The ideal candidate will be engaging and self-motivated
• Demonstrable drive to achieve the end result working equally well independently as part of a team
• Aptitude to develop commercial and business acumen

Our benefits include:

• A competitive salary
• 25 days holiday a year, with ability to buy up to 5 days holiday each year
• Life Insurance
• Cycle to Work scheme
• Subsidised gym membership
• Access to Health & Wellbeing Apps
• Employee discounts
• A hybrid, flexible working culture