Inbound Telesales Representative - Dallas/Fort Worth

Inbound Telesales Representative

The Inbound Telesales Representative is responsible for handling a high-volume of incoming telephone phone calls and live chat inquiries from customers contacting Henry Schein to place orders, inquire about products, and assist with related issues. This role proactively recommends products and promotional items to enhance customer experience and drive additional sales opportunities. In addition, the Inbound Telesales Representative addresses customer concerns and complaints, and partners with other teams to facilitate returns, reorders, and credit-related issues. The position also works closely with management to obtain approval for pricing overrides and to review exceptions related to product shortages and availability.

This position is hybrid based out of a satellite office location in Grapevine, TX.

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:

• Bilingual in Spanish preferred
• 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.

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.