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 Healthcare product line for US and Canada including all consumables for infection prevention technology equipment and surgical accessories.
Learn more about STERIS Healthcare Products
This is a fully remote role after training. Training is Monday -- Friday from 8am - 5pm EST for 4-6 weeks.
Working hours for this role are Sunday - Thursday from 3pm - 11pm EST.
What You'll Do as a Customer Care Representative
• 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
• Investigate product backorders, freight shipments, and invoice inquiries providing Customer with up-to-date information
• 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
• Research Customer inquiries on product functionality; may require interaction with STERIS Clinical or Product Manager to ensure Customer needs and expectations are met
• Confirm order sell price is in compliance with GPO contract price
• 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
• Supports the continuous improvement initiatives within the function, including standard work and the root-cause-countermeasure process in support of key performance indicators (KPIs)
• Other duties as assigned
The Experience, Skills and Abilities Needed
Required:
• High school diploma and 1+ years of business experience
Preferred:
• Bachelor’s degree preferred.
• 1+ years business experience with direct contact with Customers and Sales preferred.
Other:
• 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
• Able to work well within a Team
• Self-starter
What STERIS Offers
We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being and financial future.
Here is a brief overview of what we offer:
• 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 and Paternity 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
#LI-LD1
#LI-REMOTE
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.
