2nd Shift Customer Care Representative | Fully Remote

Position Summary

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. Learn more about STERIS Healthcare Products.

Schedule

The schedule for this position is 3pm-11pm EST Tuesday - Saturday after training. Training schedule: Monday - Friday from 8am - 5pm EST for 5-7 weeks. This is a fully remote position.

What You'll do as a 2nd Shift Customer Care Representative

• 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
• Prioritizing effectively
• Strong decision-making skills; understands how decisions impact the Customer and the Company
• Strong analytical and problem-solving capabilities
• Demonstrate a high level of professionalism and integrity
• Excellent communication skills – written, verbal and presentation
• Handle multiple demands from many people
• Maintain composure under pressure and demonstrate a “can do” attitude
• Work well within a Team
• Self-starter

What STERIS Offers

• 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
• Tuition Reimbursement and continued education programs
• 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.
• Additional add-on benefits/discounts for programs such as Pet Insurance
• Click here for a complete list of benefits: STERIS Benefits

STERIS is an Equal Opportunity Employer

We are committed to equal employment opportunity to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law. We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity. The full affirmative action program, absent the data metrics required by 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.