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Customer Care Lab Rep I

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POST DATE 8/23/2016
END DATE 10/20/2016

Henry Schein Bakersfield, CA

Bakersfield, CA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Entry Level (0 - 2 years)
High School Diploma or GED


JOB SUMMARY: Provides support to Clinical Lab Specialists (CLS) and builds relationships with customers through daily interaction with customer on the telephone and e-mail. Handles routine customer matters related to establishing accounts, entering orders, maintaining pricing and following up on order questions and product status.


* Receives telephone calls, e-Mails and faxes from customers and Clinical Lab Specialists (CLSs) to answer inquiries on various issues, including orders, invoices, and shipments. Processes return authorizations, credits, traces customer order shipments and researches and resolves short shipment claims. Applies customer credit card payments, spreads unapplied cash and credits as requested by the customer.

* Processes orders and order cancellations as requested by the customer or CLS.

* Set-up initial lab pricing contracts for new customers and maintain pricing contracts for existing customers for assigned CLSs.

* Set-up sequestered lot specific/dated controls and calibrators for customer orders and monitor the sequestered product standing orders to ensure inventory is properly maintained. Set-up and process routine/standing orders as needed for customers.

* Interacts with Distribution Centers and Manufacturers regarding post-order inquiries, such as verifying order status, requesting shelf checks to ensure product availability, inquiries on lot numbers, order revisions and expediting orders.

* Notifies Clinical Lab Specialists, Sales Management and department managers of unusual customer concerns that may require additional support or attention

* Contacts manufacturers for warranty, product, technical, drop ship and return authorization information.

* Performs customer account maintenance (changes address, changes account name/doctor name, closes accounts) as requested and in accordance with policies and procedures. Utilizes Siebel for alert comments to flag and identify assigned accounts.

* Participates in training sessions, in-services and meetings to enhance skills, system use and product knowledge

* 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.
1-3 years call center and/or customer service experience or equivalent required.

High school diploma or the equivalent required.

Strong customer service and verbal and written communication skills. Good telephone etiquette. Ability to answer a high volume of calls and prioritize tasks. Effective dispute resolution. Ability to learn applicable computer systems. Ability to work independently with limited supervision.

Travel to meetings, customer sites or training sites may be required on occasion.

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.


Henry Schein is the world’s largest provider of health care products and services to office-based dental, medical and animal health practitioners. A FORTUNE 500® Company (ranked #303) and a member of the NASDAQ 100® Index, Henry Schein employs more than 15,000 Team Schein Members and serves approximately 775,000 customers. Henry Schein also ranked number one overall in its industry in FORTUNE’s 2012 list of the “World’s Most Admired Companies,” number 10 in the Barron’s 500, and was named to Ethisphere’s 2012 list of World’s Most Ethical Companies. Henry Schein is organized in three global verticals: Global Dental, Global Medical and Global Animal Health. The Company offers a comprehensive selection of products and services, including value-added solutions, enabling customers in more than 200 countries to operate efficient practices and deliver high-quality care. The Company also offers its customers exclusive, innovative technology solutions, including practice management software

Company Size:
5,001-10,000 Employees
Social Media:
135 Duryea Rd
Melville, NY 11747

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