Fully Remote - Customer Care Representative I

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 I’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 HuFriedyGroup (HFG). Individual is responsible for managing calls from multiple queues ensuring department objectives are met and supporting the Dental product line and services.

This is a FULLY REMOTE position. Work from home anywhere you choose in the continental U.S. during standard business hours, Monday - Friday. (Your schedule will be an 8 hour shift between 7AM - 530PM CST.)

Duties

• Professionally handle incoming requests from Customers and internal partners and ensure that all tasks are performed and issues are resolved both promptly and thoroughly.
• Manage Customer response level as indicated to meet Customer expectations.
• Makes and receives calls with the intent of selling products or services.
• Investigate product backorders, freight shipments, and invoice inquiries providing Customer with up-to-date information.
• Accurately and efficiently record Customer purchase order data into SAP and Salesforce; orders are received via phone, fax, email, EDI and Internet.
• Research availability on service parts.
• Monitor Salesforce until repairs are accepted by the Technician.
• Educate Customer on product inquiries and further reinforce the information with product literature utilizing HFG Intranet and website, Product Managers, or internal reference materials.
• Process repair services through Salesforce according to Customer requests.
• Quote service parts per Customer request.
• Send information to Technicians; escalate as needed.

Duties - cont'd

• Research and document Customer complaints into quality system ensuring that all relevant facts and data are captured; escalate issue based on severity of complaint.
• Confirm order sell price is in compliance with HFG price
• 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.
• 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.
• Must be knowledgeable on where to send what repairs and returns including responding to inquiries about HFG products and services…
• Other duties as assigned
• Researches and resolves complaints.
• Provides order, repair and return estimates and re-estimates to representatives and Customers. Responds to inquiries regarding timely turnaround times and responds to various other Customer inquiries.
• Utilize available resources to update or increase knowledge on products, systems, procedures, procedures and Corporate initiatives.
• Research Customer inquiries on product functionality; may require interaction with HFG Clinical or Product Manager to ensure Customer needs and expectations are met.
• Interface with freight carriers and Corporate Traffic for shipment routing, tracking and proof of deliveries.

Education Degree

• Bachelor's Degree

Required Experience

• 1-2 years business experience (direct contact with Customers and Sales)
• High school diploma

Preferred Experience

• Bachelors degree

Skills

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

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.