Customer Care Representative

Customer Care Representative

The Customer Care Representative's primary role is to manage inbound calls by providing order placement, service dispatch, technical product assistance and order issue resolution support to Customers as well as cross functional groups within STERIS. Individual is responsible for managing calls from multiple queues ensuring department objectives are met and supporting the Healthcare product line for US and Canada including all consumables for infection prevention technology equipment and surgical accessories.

The schedule for this position is Monday
- Friday from 10am - 7pm EST after training. Training schedule:
Monday
- Friday from 8am - 5pm EST for 5 weeks.

Professionally handle incoming requests from Customers and ensure that all tasks are performed and issues are resolved both promptly and thoroughly

Accurately and efficiently record Customer purchase order data into Oracle; orders are received via phone, fax, email, EDI and Internet

Process service dispatch calls through Siebel according to Customer requests

Page information to Technicians; escalate as needed

Monitor Dispatch board until each page is accepted by the Technician

Manage Customer contract response level as indicated to meet Customer expectations

Educate Customer on product inquiries and further reinforce the information with product literature utilizing STERIS Intranet and website, Product Managers or internal reference materials

Research availability on service parts

Quote service parts per Customer request

Interface with freight carriers and Corporate Traffic for shipment routing, tracking and proof of deliveries

Facilitate cross functional communications to ensure proper account setup, orders are free of account or item holds, tax issues are resolved and products are shipped to meet Customer requirements

Research and document Customer complaints into quality system ensuring that all relevant facts and data are captured; escalate issue based on severity of complaint

Run daily reports including un-booked order, process hold, credit card authorization failure and specific product reports as needed

Provide post-order management support including issue resolution

Utilize available resources to update or increase knowledge on products, systems, procedures, procedures and Corporate initiatives

Other duties as assigned

Required:

• High school diploma and 1+ years of business experience

Preferred:

• Bachelor's degree preferred.

• 1+ years business experience with direct contact with Customers and Sales preferred.

Other:

• Strong decision-making skills; understands how decisions impact the Customer and the Company

• Strong analytical and problem-solving capabilities

• Must demonstrate a high level of professionalism and integrity

• Excellent communication skills – written, verbal and presentation

• Ability to handle multiple demands from many people and prioritize effectively

• Ability to maintain composure under pressure and demonstrate a "can do" attitude

• Able to work well within a Team

• Self-starter

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being, and financial future.

Here is just a brief overview of what we offer:

• • Market Competitive Pay
  • Extensive Paid Time Off and (9) added Holidays
  • Excellent Healthcare, Dental, and Vision benefits
  • Long/Short Term Disability Coverage
  • 401(k) with a company match
  • Maternity & Parental Leave
  • Additional add-on benefits/discounts for programs such as Pet Insurance
  • Tuition Reimbursement and continued education programs
  • Excellent opportunities for advancement in a stable long-term career

Pay range for this opportunity is $40,000 to $46,000. This position is eligible for bonus participation.

Minimum pay rates offered will comply with county/city minimums, if higher than range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.

STERIS offers a comprehensive and competitive benefits…