JOB OVERVIEW:

This position is responsible for responding to customer questions and concerns via digital channels such as live chat, email, and social media on various issues including, trouble accessing their account, placing orders, self-service, and order fulfillment questions. Understand the order fulfillment efforts across various business functions, support license verification, and new account creation. Interacts with the customer service, operation, product, and marketing teams. This role requires attention to detail and a strong focus to ensure the customer has a positive experience with TDSC (The Dentists Supply Company).

KEY RESPONSIBILITIES

• Responds to customer inquiries or concerns via digital channels such as live chat, email, social media, and online form submission

• Monitors self-service help center by helping customers help themselves with returns, new address setup, checkout, etc.

• Troubleshoots and resolves customers’ issues with error messages, logging in, new account creation, returns, and order placement

• Help support Hybris and JDE synchronization

• Provide support with pending orders needing verification

• Interacts with the Order Management Team to ensure all orders are fulfilled promptly, the Product Team on customer inquiries on the product, and the Customer Service Team

• Collect and organize customer feedback from surveys and inquiries and provide it to their Supervisor

• Support the customer service Supervisor in account verification and setup into JDE and Siebel systems

• Document customer inquiries in accordance with TDSC policies and guidelines

• Maintain a strong knowledge of the TDSC the products offerings and services offered along with the e-commerce platform, fulfillment process, and social media

• Support User Acceptance Testing (UAT)

• Backfills customer service team when TSM is out of the office or higher than usual call volume occurs. Duties include answering phone calls

SPECIFIC KNOWLEDGE & SKILLS:

• Communication Skills

• Critical Thinking Skills

• Adaptation Skills

GENERAL SKILLS & COMPETENCIES:

• Excellent time management skills and the ability to prioritize work

• Very good attention to detail and accuracy

• Customer service oriented and ability to work with and resolve complex issues

• Ability to plan and arrange activities

• Excellent interpersonal communication skills

• Excellent written and verbal communication skills

• Ability to maintain confidential and highly sensitive information

• Ability to work in a team environment

• Ability to multi-task

• Ability to manage conflict

• Capacity to work effectively under pressure

• Analytical thinking

• Oversee small to medium sized projects

• Identify and recommend continuous improvement opportunities

• Establish productive working relationships at multiple levels within the organization

MINIMUM WORK EXPERIENCE:

Typically 3-5 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.

The posted range for this position is $42,541 to $74,447 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc.

This position is eligible for a [bonus/incentive] not reflected in the posted range.

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

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