Job Overview:

The Inbound Telesales Representative is responsible for receiving and handling high-volume telephone calls and live chats from customers contacting Henry Schein to place orders, inquire about products, and assist with related issues. This position suggests products to our customers to purchase and emphasizes promotional items. In addition, the Inbound Telesales Rep handles customer complaints, and coordinates with Customer Service on product returns, re-orders, and credit issues. This position consults with managers to obtain approval on overriding product pricing, and to review restrictions on product shortages.

Key Responsibilities:

Receives and handles telephone calls from customers calling to place orders, inquire about products, and assists with other related questions

Engages with customers and responds to inquiries via live chat

Suggests related products (cross-selling) or upgraded products (up-selling) to the customer to purchase

Informs customers of promotional items and manufacturer’s specials, utilizing consultative sales techniques

Handles customer complaints, typically regarding pricing errors or items on back order

Forwards elevated calls to management, including competitor price matching issues, which fall below guidelines

Attends monthly team meetings and completes all compliance trainings

Remains current in product knowledge, selling best practices, and industry trends

Assists internal and external customers, navigate Henry Schein and find solutions to various problems

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.

Specific Knowledge & Skills:

Strong selling skills

Negotiation skills

Ability to answer a high volume of incoming calls

Ability to call out as needed

Able to learn applicable computer systems (AS-400, live chat platform, Salesforce, Siebel, Workday, etc.)

Work independently with limited supervision

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 issues

Ability to plan and arrange activities

Very good interpersonal communication skills

Very good written and verbal communication skills

Ability to maintain confidential and highly sensitive information

Ability to work in a team environment

Ability to multi-task

Establish productive working relationships at multiple levels within the organization

Minimum Work Experience:

Typically 2 or more years of related experience

Preferred Education:

Typically High School education, vocational training and/or on-the-job training

Bachelor’s degree preferred

Travel/Physical Demands:

Travel typically less than 10%

Office environment

No special physical demands required

Please note: The scheduled work hours for this opportunity are Monday-Friday, 8:30am – 5:00pm Pacific Standard Time.

Compensation:

The posted range for this position is $33,480 – $58,590 annually which is the expected starting base salary range for an employee who is new to the role to be fully proficient in the role. Many factors go into determining employee pay within the posted range including education, prior experience, training, current skills, certifications, location/labor market, internal equity, etc.

This position is eligible for an incentive not reflected in the posted range.

Other benefits available include: Medical, Dental, and Vision Coverage, 401K Plan with Company Match, PTO, Paid Parental Leave, Income Protection, Work Life Assistance Program, Flexible Spending Accounts, Educational Benefits, Worldwide Scholarship Program and Volunteer Opportunities.

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