Customer Care Representative Jobs

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.

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

Duties

• 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
• Interface with freight carriers and Corporate Traffic for shipment routing, tracking and proof of deliveries
• Research availability on service parts
• Monitor Dispatch board until each page is accepted by the Technician
• Research and document Customer complaints into quality system ensuring that all relevant facts and data are captured; escalate issue based on severity of complaint
• Process service dispatch calls through Siebel according to Customer requests
• 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
• Educate Customer on product inquiries and further reinforce the information with product literature utilizing STERIS Intranet and website, Product Managers, or internal reference materials
• Page information to Technicians; escalate as needed
• Quote service parts per Customer request
• Manage Customer contract response level as indicated to meet Customer expectations

Duties - cont'd

• 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

Education Degree

• Bachelor's Degree

Required Experience

• 1 to 2 years business experience with direct contact with customers and sales
• High School Diploma or GED

Preferred Experience

• Bachelor degree in Business or Business discipline

Skills

• Excellent communication skills – written, verbal and presentation
• Ability to handle multiple demands from many people and prioritize effectively
• Strong decision-making skills; understands how decisions impact the Customer and the Company
• Must demonstrate a high level of professionalism and integrity
• Strong analytical and problem-solving capabilities
• Ability to maintain composure under pressure and demonstrate a “can do” attitude
• Ability to work well within a Team

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!

STERIS is a leading provider of products and services that meet the needs of growth areas within Healthcare: procedures, devices, vaccines and biologics. We exist to fulfill our MISSION TO HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD. STERIS is a $3B, publicly traded (NYSE: STE) company with approximately 16,000 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.