Customer Care Representative

Req ID: 44435

Job Category: Customer Operations/Customer Support

Mentor, OH, US, 44060

Description:

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

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. Individual is responsible for managing calls from multiple queues ensuring department objectives are met and supporting the product line for US and Canada.

This position is a hybrid schedule after training - the team meets at our office in Mentor OH on Wednesdays and Thursdays.

What You Will Do

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

What You Need To Be Successul

1 to 2 years business experience with direct contact with customers and sales

High School Diploma or GED

What Will Help You

Bachelor degree in Business or Business discipline What STERIS Offers

The opportunity to join a company that will invest in you for the long-term. STERIS couldn’t be where it is today without our incredible people. That’s why we share in our success together by rewarding you for your hard work. Hiring people who are in it for the long run with STERIS is our ultimate goal. We do this by providing competitive salaries, healthcare benefits, tuition assistance, paid time off, holidays, matching 401(k), annual merit, and incentive plans. Join us and help write our next chapter.

#LI-LD1

#LI-HYBRID

STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 17,000 associates and Customers in more than 100 countries.

If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.

STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity and the use of affirmative action programs 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.

Req ID: 44435

Job Category: Customer Operations/Customer Support

Mentor, OH, US, 44060

STERIS Sustainability

Life at STERIS (https://careers.steris.com/content/Life-at-STERIS/?locale=en_US)