Laboratory Telesales Supervisor

GENERAL SUMMARY

Giving our customers an exceptional Henry Schein experience is what drives our Telesales and Rep Support teams.  Our representatives are passionate about understanding and delivering on our customer’s needs and continuing to improve the customer experience.  They quickly respond to customer’s requests, placing orders, giving product information and offering additional products, services (upselling/cross selling) and promotions so the customers experience with Henry Schein is hassle free allowing them to get on with their jobs as dental professionals.

We are looking for an enthusiastic leader to inspire the team and drive great individual performances whilst creating an engaging team environment filled with incentives, focus days and customer success training.  You will be responsible for the team achieving their targets and delivering first class a customer experience on every call.

Essential Duties and Responsibilities:

1. Lead the team to achieve and exceed Sales and  Gross Profit targets as set by the Line Manager
2. Manage Key Customer Accounts and sales targets
3. Monitor telephone statistics and co-ordinate holidays to ensure there is always adequate cover to provide excellent service to our customers
4. Maintain a call abandonment rate of under 3%
5. Monitor sales results and communicate them to the team offering support and coaching to enhance performances
6. Provide regular customer success training to each team member through coaching and feedback during one to one call playback sessions
7. Offer the team pricing support on price matching and discounts observing profit margin guidelines
8. Review margin hold queues and check accuracy and reasons for low margin orders prior to releasing them
9. Hold Telesales team meetings and regular huddles and one to ones to ensure good communication throughout the team and opportunities for the team to feedback and have discussions about matters relevant to their role or performance
10. Encourage the team to work on a first touch resolution basis when answering customer calls.
11.  Work closely with Line Manager to seek opportunities to develop the Telesales team and the sales strategy.
12. Attend the weekly Telesales KPI review meeting and complete the actions assigned to you.
13. Collaboratively, liaise with internal departments, field teams, manufacturers and external agencies to obtain information to help customers or enhance knowledge.
14. Attend meetings, training courses, exhibitions and functions as required as part of your role.
15. Do your best every day, communicate your ideas, work effectively with your team, be enthusiastic, fair, inspiring and enjoy your role
16. Participate in special projects and perform other duties as requited

Experience

The successful candidate will be an enthusiastic leader who is skilled to coach best performances from the Telesales team and passionate about delivering a fantastic customer experience.  They must be able to support the Telesales team with pricing and gross profit margin decisions and understand the competitive market which we work in.  Good communication skills through one to one conversations, team huddles and meetings to ensure the team are fully equipped with information about the business, sales strategy, promotions, product focus days and events.

Personal Attributes:

• Goal and results oriented
• Team builder and able to motivate others
• Good communication, listening, coaching skills
• Positive response to pressure
• Collaborative, open and receptive

Specialised Knowledge and Skills:

• High level computer skills
• Written and verbal communication skills
• Coaching skills
• Knowledge of JD Edwards system would be an advantage
• Knowledge of Dental industry and products would be an advantage

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 behaviour in completing job duties and assignments

Physical Activities

This position will be working in an office environment, utilising typical office equipment 

QUALIFICATIONS 

Experience
Dental / Sales or Telesales Supervisor experience preferred

Education
GCSE Education require Maths & English Qualifications 

Specialised knowledge and skills
Computer skills including a working knowledge of Microsoft Outlook and Excel. JDE experience or similar SAP system would be useful

Other 
Good telephone, keyboard and communication skills