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

The schedule for this position is 3pm-11pm EST Tuesday - Saturday after training.
Training schedule: Monday - Friday from 8am - 5pm EST for 5-7 weeks.
This is a fully remote position.

What You'll do as a 2nd Shift 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
• 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

The Experience, Skills and Abilities Needed

Previous experience working 2nd shift preferred

• 1+ years business experience with direct contact with Customers and Sales preferred.

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 just a brief overview of what we offer:

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    • 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 & Parental 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
      
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