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Customer Care Representative I

3 months ago

Des Plaines, Illinois, United States STERIS Full time

Position Summary

The Customer Care Representative I's main responsibility is to handle incoming 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). The individual is accountable for managing calls from multiple queues to ensure department objectives are achieved and supporting the Dental product line and services.

This is a HYBRID role. The CCR I is required to be in the office in Des Plaines IL on Wednesday and Friday.

8.5-hour shift between the hours of 7:00a-5:30p CST following training. Initial training hours are pm CST with a 30-minute lunch.

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.
  • Accurately and efficiently record Customer purchase order data into SAP and Salesforce; orders are received via phone, fax, email, EDI, and Internet.
  • Process repair services through Salesforce according to Customer requests.
  • Send information to Technicians; escalate as needed.
  • Monitor Salesforce until repairs are accepted by the Technician.
  • Manage Customer 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 HFG Intranet and website, Product Managers, or internal reference materials.
  • Research availability on service parts.
  • Quote service parts per Customer request.
  • Makes and receives calls with the intent of selling products or services.

Duties - cont'd

  • Must be knowledgeable on where to send what repairs and returns including responding to inquiries about HFG products and services...
  • 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.
  • Researches and resolves complaints.
  • Research Customer inquiries on product functionality; may require interaction with HFG Clinical or Product Manager to ensure Customer needs and expectations are met.
  • Confirm order sell price is in compliance with HFG 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 the quality system ensuring that all relevant facts and data are captured; escalate the issue based on the severity of the 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 of products, systems, procedures, procedures, and Corporate initiatives.
  • Other duties as assigned

Required Experience

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

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

What HuFriedyGroup Offers

The opportunity to join a company that will invest in you for the long term. HuFriedyGroup 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 individuals who are committed to a long-lasting relationship with HuFriedyGroup 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 shape our future.