Customer Experience DSO

Henry Schein, Inc.; Cardiff; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading healthcare products distributor in Cardiff is seeking a Technical Customer Support Executive. The role includes managing accounts, providing technical support, and enhancing customer relationships. The ideal candidate will have experience in customer service and account management, alongside a good level of technical awareness. This position offers a competitive salary and benefits, alongside a hybrid working model, promoting work-life balance and wellbeing.

Benefits

25 days holiday per year

Life Insurance

Cycle to Work scheme

Subsidised gym membership

Access to Health & Wellbeing Apps

Employee discounts

Qualifications

• Good level of Maths & English is required.
• Experienced in providing a good level of Customer Service.
• Experience of being the primary point of contact throughout the customer lifecycle.

Responsibilities

• Complete Technical account management for assigned DSO and Special market customers.
• Serve as the main point of contact for client concerns and needs.
• Build and strengthen client relationships for long-term partnerships.

Skills

Customer Service

Account Management

Technical Awareness

Problem Solving

IT Literacy

Education

Customer Service Qualification

Tools

ERP Systems

CRM Systems

Microsoft Excel

Job description

Customer Experience DSO page is loaded## Customer Experience DSOremote type: Hybridlocations: Cardiff - United Kingdomtime type: Full timeposted on: Posted Todayjob requisition id: R131658**Job Description****Overview:**Henry Schein UK Holdings Ltd is the largest distributor of healthcare products and services to office-based practitioners in the combined North American and European Markets. Customers include dental practices and laboratories, physician practices, and animal health clinics, as well as government and other institutions. Due to continued investment and growth, a fantastic opportunity has arisen for a Technical Customer Support Executive to join the Henry Schein Team. The successful candidate will be responsible for all account management for DSO and Special market accounts duties will be but not limited to complete customer contact, engineer scheduling, customer reporting parts identification the role will also ensure customer requirements are met and exceeded. The position will also include:**Job Responsibilities:**The role holder will be expected to be responsible for the following:* Complete Technical account management for a number of assigned DSO and Special market customers* Serve as the main point of contact in all matters related to client concerns and needs* Build and strengthen client relationships to achieve long-term partnerships* Scheduling internal and field resources on the Field service system to comply with customer service levels.* Technical awareness: ability to match resources to technical issues appropriately.* Service awareness of all organisation’s key services for which support is being provided.* Ensuring bespoke customer processes are understood and adhered too and ensuring customers and customer helpdesk teams are updated on progress of issues and reported faults.* Identifies opportunities to grow business with existing clients* Keep records of client transactions* Develop strong relationships with customers, connecting with stakeholders and preparing technical reports* Capturing and understanding technical descriptions of faults and categorise by urgency and impact and are aligned with customer classifications.* Provide technical support on all questions posed by your assigned customer and seek support from the technical structure to ensure you remain the central point of contact questions* Efficient turnaround on customer request via phone and e-mail* Closing out engineer worksheets and creating Invoices inline with your customer bespoke process* Planning and booking Contract Servicing* Dealing with Customers and Suppliers* Liaising with internal departments* Close outstanding calls when completed or book follow-up calls as appropriate.* Complete all weekly and monthly reporting that has been outlined by your customer.* Assess cost to service versus new equipment ensuring you make recommendations to your account.* Attend remote and on-site meetings when requested* Participate in special projects and perform other duties as required.**Job Skills & Experience Required:**To succeed in this role, you’ll need the following:Qualifications:* Good level of Maths & English* Customer service qualification would be preferredSkill & Experience:* Experienced in providing a good level of Customer Service* Experience of being the primary point of contact through the customer lifecycle* Experience with ERP and CRM systems desirable.* Account management/customer success experience**Person Specification:**We believe the type of person best suited to this role will be:* Technically minded, confident individual who has had experience within a customer service or problem solving.* Proactive to finds solutions to complex problems and situations.* Be the ambassador for your client to key internal stakeholders.* IT Literate e.g. Excel, Word and Outlook and ideally has had experience with ERP and CRM systems.* Ability to align the internal resources to meet and exceed the customer requirements and deadlines.* Must be able to multitask effectively and build strong relationships with demanding clients in order to investigate their issues and provide the client or field service engineers the maximum information to solve the issues quickly and effectively.* Used to working in a high paced environment.* Be robust, determined and challenging along with a “can do attitude”.* Take ownership of concerns, problems and issues and provide the best possible service in**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 cultureHenry 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.Over Henry Schein borrowed $500 to start a corner pharmacy in Queens, New York, nearly 30 miles from Melville, New York, where our corporate headquarters resides today. In the depths of the GreatDepression, Henry and his wife Esther made a bold bet on their future all while living their values of helping health happen and caring for their team and the community they served. Their belief paid off far beyond what Henry and Esther might have dared to imagine in 1932. Henry Schein is now a Fortune 500 Company powered by a network of people and technology to be the world’s leading provider of health care products, services and solutions to office-based dental and medical practitioners. Since our founding we have stayed true to Henry and Esther’s values which has allowed us to evolve, expand, and grow our Company. Now serving more than 1 million customers in 33 countries andterritories, 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. We invite you to join approximately 25,000 Team Schein Members, who are critical to our success and are at the core of our as our founders would have wanted. We live those values by ensuring that our culture focuses on the of our team, which we accomplish by providing a for individuals to develop and contribute authentically, with opportunities to and the communities where we live and work. No matter the role you are seeking, we encourage you to come be a part of a team that makes the world a healthier place.Henry Schein embraces diversity and is committed to providing equal opportunity to employees and applicants. If you are unable or limited in your ability to complete the application process, including the use or access of , as a result of a physical or mental impairment, you can request reasonable accommodations.Please e-mail the appropriate email address below with the type of accommodation you are requesting. Please include your first and last name, phone number, position for which you are interested in applying and geographic location in your request.US Candidates: [e-mail] UK and Ireland Candidates: [e-mail] and New Zealand Candidates: [e-mail] Candidates: [e-mail] Candidates: [e-mail]### Workplace Remote TypesIt is important to us to offer different types of work arrangements. Please see the types we offer below: