Customer Care Representative

About the role

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. The 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.

Schedule

Monday – Friday from 10 am – 7 pm EST after training. Training schedule: Monday – Friday from 8 am – 5 pm EST for 5–7 weeks onsite at our Mentor HQ.

Responsibilities

• 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 and Corporate initiatives
• Other duties as assigned

Requirements

• High school diploma and 1+ years of business experience

Preferred Qualifications

• Bachelor’s degree preferred
• 1+ years business experience with direct contact with Customers and Sales preferred

Skills and Abilities

• 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
• Ability to work well within a Team
• Self-starter

Benefits

• 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

Pay range for this opportunity is $42,000.00 – $46,000.00. 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.