Telesales Rep - Inbound

JOB OVERVIEW: This position is responsible for receiving and handling high-volume telephone calls and live chats from customers contacting Henry Schein to place orders, inquire about products, and assist with related issues. This position suggests products to our customers to purchase and emphasizes promotional items. In addition, the Inbound Telesales Rep handles customer complaints, and coordinates with Customer Service on product returns, re-orders, and credit issues. This position consults with managers to obtain approval on overriding product pricing, and to review restrictions on product shortages. 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 re