Customer Care Lab Representative

February 21

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

💵 $37.1k - $57.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

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Henry Schein

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Henry Schein, Inc. (Nasdaq: HSIC) is a solutions company for health care professionals powered by a network of people and technology. With more than 25,000 Team Schein Members worldwide, the Company's network of trusted advisors provides more than 1 million customers globally with more than 300 valued solutions that help improve operational success and clinical outcomes. Our Business, Clinical, Technology, and Supply Chain solutions help office-based dental and medical practitioners work more efficiently so they can provide quality care more effectively. These solutions also support dental laboratories, government and institutional health care clinics, as well as other alternate care sites.

Dental Supplies and Medical Supplies

10,000+ employees

📋 Description

• Provides support to Clinical Lab Specialists (CLS) and builds relationships with customers through daily interaction with customer on the telephone and e-mail. • Handles routine customer matters related to establishing accounts, entering orders, maintaining pricing and following up on order questions and product status. • Provides assistance to CLS in assisting to prepare quotes for lab equipment, scheduling equipment set-up deliveries and coordinating with manufacturers for installation and training. • Maintain technical lab knowledge concerning lab equipment and reagents to provide expert lab support for CLS and customers. • Processes return authorizations, credits, traces customer order shipments and researches and resolves short shipment claims. • Builds and maintains personal consultative customer relationships. • Works closely with both the CLS and manufacturer rep to assist CLS in providing quotations to customers and prospective customers. • Maintains product knowledge and expertise on all lab products we sell to be able to provide technical support to lab customers. • Facilitates new equipment installations for CLS, handling equipment orders and start-up orders from start to finish including scheduling installation and training. • Processes orders and order cancellations as requested by the customer or CLS. • Set-up initial lab pricing contracts for new customers and maintain pricing contracts for existing customers for assigned CLSs. • Sets-up sequestered lot specific/dated controls and calibrators for customer orders and monitors the sequestered product standing orders to ensure inventory is properly maintained. • Participates in training sessions, in-services and meetings to enhance skills, system use and product knowledge. • Participates in special projects and performs other duties as required.

🎯 Requirements

• Strong customer service and verbal and written communication skills • Good telephone etiquette • Ability to answer a high volume of calls and prioritize tasks • Effective dispute resolution • Ability to learn applicable computer systems • Ability to work independently with limited supervision • Knowledgeable concerning the functionality of laboratory equipment and the related reagent consumables • Capable of preparing professional laboratory quotes for prospective lab customers • Strong time management skills and the ability to prioritize work and meet deadlines • Very good attention to detail and accuracy • Customer service oriented and the 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 • Ability to manage conflict • Capacity to work effectively under pressure • Establish productive working relationships at multiple levels within the organization

🏖️ Benefits

• 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 • Volunteer Opportunities