Customer Success Associate I, Medical

JOB OVERVIEW:

This position acts as the customer's trusted advisor for managing accounts 500+ and are more than $500k in annual spend. Responsibilities include providing a voice, support, guidance, and knowledge resource for NASA (North American Strategic Accounts) and ensure strategic customers receive excellent service and support. Collaborates with various internal teams and the strategic account managers to coordinate the onboarding, maintenance, and retention of the accounts. Performs a large number of multi-phase tasks associated in support our strategic accounts to provide a consistent level of quality service.

KEY RESPONSIBILITIES:

• Primary point of contact for DSO's (Emerging/Regional), IDN's and large group customers.Support includes daily ordering, product portfolio management, product recommendations, price/contract management support, and reporting needs.

• Onboards new customers and providing ongoing training and support to build a strong customer relationship with the support of the implementation team.

• Collaborates with internal teams.

• Collaborates with cross-functional teams to investigate and identify customer issues.

• Seeks out and obtain approval for proposed resolutions.

• Maintains customer web profiles, Ecatalog, and work with SCT team to trouble shoot web/EDI errors.

• Advocates for solutions, product enhancements, and other actions to meet the needs of the customer.

• Provides both basic, standard reporting to include sales, backorder, usage based on customer's unique needs.

• Prepares product quotes and distribute to customer with the guidance of sales leadership. Collaborate with contracts on any price changes.

• Audits the customer master for discrepancies and works with the SAM/FSC on any findings.

• Participates in Team and customer meetings as needed.

• Participates in Vendor and Internal product trainings

SPECIFIC KNOWLEDGE & SKILLS:

• Exceptional interpersonal, communication, and customer service skills.

• Must have experience in handling multiple projects simultaneously while communicating status and progress effectively.

• Ability to effectively work with all levels of an organization.

• Ability to work independently and as part of a team

• Proficiency in Windows, Outlook, Excel, Word, CRM tools

• Ability to quickly learn new or relevant systems or computer programs.

• Comprehensive understanding of medical/dental supply distribution and company policies and procedures

• Dental or Medical knowledge beneficial.

• Strong organizational skills with high attention to detail.

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

MINIMUM WORK EXPERIENCE:

Typically 1 to 3 years of customer service or related experience. External equivalent experience may be considered. 5 or more years of experience in lieu Bachelor's Degree.

PREFERRED EDUCATION:

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

TRAVEL / PHYSICAL DEMANDS:

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

The posted range for this position is $48,300 - $75,470 which is the expected starting base salary range for an employee who is new to the role to be fully proficient in the role. Many factors go into determining employee pay within the posted range including education, prior experience, training, current skills, certifications, location/labor market, internal equity, etc.

• Other benefits available include: 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 and Volunteer Opportunities.

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.

For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers

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