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. 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 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 Experience Bachelor degree in Business or Business discipline 1 to 2 years business experience with direct contact with Customers and Sales #LI-MM1
Skills 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 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.
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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.
