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Corporate Account Specialist at Henry Schein

Posted in Other 30+ days ago.

Location: Greenville, South Carolina





Job Description:

Description



  • The Customer Account Specialist is the primary point of daily contact for IDNs and Large Group Customers in the Up-Market and Mid-Market customer segments. Support includes daily ordering, product quotes, product portfolio management, product recommendations, price/contract management support, reporting needs and general customer satisfaction. Assist customer with resolving any pre/post sale questions or concerns. Partners with sales team in supporting the customer by identifying customer service issues and regularly communicating and collaborating with the sales team to address customer needs.




  • Job Description

    50%


    • Receives telephone calls, emails, and faxes from customers to answer inquiries on various issues, including orders, invoices, and shipments. Processes return authorizations, credits, traces customer order shipments and researches and resolves short shipment claims. Contacts manufacturers for warranty, product, technical, drop ship and return information on behalf of the customer.

    • Performs customer account maintenance (address changes, changes in account name/doctor name, closes accounts) as requested and in accordance with policies and procedures. Utilizes Siebel for alert comments to flag and identify assigned accounts.

    • Processes orders and order cancellations as requested by the customer. Processes flu vaccine contracts, enters flu prebook and live orders.

    • Responds to customer concerns in a timely fashion, takes appropriate actions to ensure customer issues/opportunities are communicated to appropriate personnel departments.

      Resolves more complex order concerns



    • Works with other internal departments in resolving customer issues



    30%


    • Understands and effectively uses and manages various communication, reporting, and analytical tools provided to increase customer satisfaction

    • Data reporting and analyses such as sales, pricing, products, backorders

    • Prepares product quotes including equipment quotes and purchase agreements

    • Ensures price integrity by working with the sales team, pricing and contracts team and other internal team members to review and correct pricing issues on both a reactive and a proactive basis

    • Assists the sales team in customer product standardization projects by performing product analytics for making recommendations on which product to standardize upon.

    • Participates in vendor product/solutions in-services, internal sales/support trainings to enhance product, technology, system, and sales/support skills.

    • Attends and participates in weekly/bi-weekly/monthly customer calls via conference call, WebEx, TEAMS

    20%


    • Works with the Implementations Team to ensure the successful onboarding of new ship-to locations on existing customers or onboarding of new customers. This involves but is not limited to requesting/confirming proper attachment to sales plans, accurate customer pricing, obtaining proper licensure, eligibility for and proper linkage to applicable contracts, etc.

    • Works with Inventory Management, NSI Group, Technical Support, and Equipment Specialists to acquire items the company does not stock and must be cross docked or drop shipped from the vendor.

      Interacts with DCs on order inquiries Contacts manufacturer on warranty, product questions, returns



    • Prepares and participates or assist in Customer Business Reviews (CBRs) with assigned customers based on cooperative metrics identified by the customer

      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.

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

    KNOWLEDGE:

    Entry level professional. Has learned and applies the basic fundamental concepts, practices, and procedures of a particular field of study. Resolves routine issues.

    COMPLEXITY:

    Work on problems of limited scope and impact with limited discretion to vary from established procedures. Perform structured work assignments using existing procedures to solve routine problems. Follow standard practices and existing procedures in analyzing situations or data from which answers can be readily obtained. Build stable working relationships internally.

    SUPERVISION:

    Work under general supervision and receive detailed instruction, guidance and direction on most assignments.




Qualifications

MINIMUM WORK EXPERIENCE:

Typically 1 to 3 years of related professional experience.

PREFERRED EDUCATION:

Typically a Bachelor's Degree or global equivalent in related discipline.

GENERAL SKILLS & COMPETENCIES:


  • General proficiency with tools, systems, and procedures

  • Basic planning/organizational skills and techniques

  • Basic analysis and problem solving skills

  • Basic verbal and written communication skills

SPECIFIC KNOWLEDGE & SKILLS:


  • Knowledge of Medical organization structures including: General Pricing Organizations (GPOs), Management Services Organizations (MSOs), Integrated Delivery Networks (IDNs), hospitals, Ambulatory Surgery Centers (ASCs) and physician offices.

  • Knowledge of the medical markets, trends, competition, and key manufacturers.

  • Knowledge of product categories including diagnostics, pharmaceuticals and vaccines, medical-surgical supplies, medical equipment, and clinical usage required.

  • Strong customer service and negotiation skills. Basic selling skills.

  • In-depth knowledge of Contracts and Pricing systems.

  • In-depth technical knowledge of web features and website transactions.

  • Proficient computer software skills including Siebel, JDE and Microsoft Office products (Word, Excel, Power Point, Outlook).

  • Proficient knowledge of ordering and customer service systems.

  • Excellent verbal and written communication skills.

  • Proven telephone etiquette skills.

  • Strong professional presentation skills.

  • Ability to multi-task.

PERFORMANCE REQUIREMENTS:

Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.


Primary Location

: USA-SC-South Carolina Area
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