Telesales Representative Support Gillingham, England

Henry Schein

Full Time Gillingham, England 10.56 - 12.04 GBP Today

Job description

Job Description

Department: Telesales
Reports To: Telesales Supervisor
Location: Gillingham, Glasgow, Cardiff (Hybrid)
Part time: 20 hours per week (Monday to Friday 10am-2pm)

Overview:
Giving our customers an exceptional Henry Schein experience is what drives our Inbound Telesales and Rep Support teams. Our representatives are passionate about understanding and delivering on our customer’s needs and continuing to improve the customer experience. They quickly respond to customer’s requests, placing orders, giving product information or offering additional products and services so the customers experience with Henry Schein is a helpful and easy allowing them to get on with their jobs as dental professionals.
We are looking for an enthusiastic communicator, with a warm, friendly disposition, a willing team player who’s helpful, resourceful and connects easily with our customers. They should be able to work at a faster than average pace, be accurate and target driven taking every customer order as an opportunity to upsell and cross sell to increase both order size and value.

Following a training period, you will communicate with customers by telephone and email taking their orders and upselling additional offers, services and promotions ensuring that customers feel well served and most importantly valued by Henry Schein. You will also offer exceptional and timely support to the Field Sales teams to ensure customers receive a seamless Henry Schein experience.
The Telesales and Rep Support teams continually seeks to improve our customer’s experience of doing business with Henry Schein.

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

Friendly, polite and helpful communication by telephone and email. Answer all calls within 3 rings, introducing both the company and yourself. Focus on being enthusiastic about satisfying customers and making them feel valued
Achieve a high level of accuracy on all orders. Use upsell and cross sell techniques on every order to increase both order size and value
Achieve your objective when making outbound calls to customers with Vendor and Focus day offers or initiative tasks set by the Sales leaders. Work to identify and make contact with decision maker.
Achieve and exceed Sales, Gross Profit, Call and Lost Call targets as set by the Line Manager.
Process orders and enquiries following Quality Control Procedures. Ensure that all Quotations are dealt with recording the correct information and submitted by the deadline or on a timely basis.
Provide assistance to the Rep Support teams as required, completing all tasks requested during busy periods or during periods of increased volumes
Log all contact with customers in CRM accurately. Create and assign cases, tasks and leads/opportunities to relevant departments for action.
Be proactive, receptive to new ideas and change. Challenge inefficiency and poor process with your line manager in an appropriate and engaging manner always looking for opportunities to improve the customer experience. .
Ensure that all communication to customers both written and verbal maintains a high standard. Adopt the company brand voice and standards in both presentation and content.
Work effectively with your team to provide optimum cover to customers during office hours. Attend staff meetings, training courses, exhibitions and seminars as required.
Do you best every day, shine bright, communicate your ideas, be an enthusiastic team player and share best practices.
Participate in special projects and perform other duties as required
Collaboratively, liaise with internal departments, field teams, manufacturers and external agencies to obtain information to help customers or enhance knowledge.
Support reporting functions to ensure that both personal and team targets are met and exceeded
There will also be opportunities to work shadow in other departments to build on your knowledge of the business.

Job Skills & Experience Required:

To succeed in this role, you’ll need the following:

Qualifications:

High standard of spoken and written English is required together with basic numeracy

Skill & Experience:

Fast and accurate keyboard operation required
Knowledge of Windows/Microsoft office systems/use of e-mails required
Knowledge of JD Edwards systems or similar SAP system would be an advantage
Previous customer service/telephone experience would be an advantage
Knowledge of dental products while not essential would be an advantage

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

Enthusiastic
Problem solver
Excellent telephone manner
Courteous and cheerful
Handles pressure well
Prepared to ‘go the extra mile’ for the customer
Work well within a team
Able to use initiative
Able to also use tact, diplomacy and discretion when dealing with sensitive issues

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

About Henry Schein:

At Henry Schein, our mission is to provide innovative, integrated health care products and services; and to be trusted advisors and consultants to our customers - enabling them to deliver the best quality patient care and enhance their practice management efficiency and profitability.

We know that our Team Schein Members (TSMs) are integral to bringing our mission to life and our success has been built on the commitment of Team Schein, a highly motivated and diverse group of professionals who are dedicated to meeting the needs of our customers. Every TSM shares a singular focus, fostering an environment that allows each of us to achieve our goals.

Henry Schein offers a diverse range of career opportunities, and we firmly believe that by fostering an environment built on ethics, open communications, mutual benefits, creativity, and recognition of the contributions of all TSMs—at all levels—we can help ensure that our best years are yet to come. As such, we are proud to be an equal opportunities employer and our integrated approach to diversity and inclusion ensures success by cultivating our Culture, recruiting, and retaining diverse Talent, supporting our Marketplace, and continuing our commitment to Society.

As a business we are committed to fulfilling our responsibilities as a Corporate Citizen, and we’ve been recognised for nine consecutive years by Ethisphere as one of the Worlds Most Ethical Companies.

Henry Schein is committed to the principle of equal opportunities in employment in all spheres of its operation. Henry Schein UK Holdings strives to operate a policy of equal opportunity and not discriminate against any person gender, race, colour, nationality, ethnic or national origin, religion, sexual orientation, marital status, disability, age or any other characteristic protected by law.

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