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Customer Care Representative I

2 months ago

Des Plaines, United States STERIS Full time

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
- 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

**Preferred Experience**:

- Bachelor degree in Business or Business discipline
- 1 to 2 years business experience with 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

Pay range for this opportunity is $15.99 - $22.33. This position is eligible for participation in our Corporate Bonus Program.

Minimum pay rates offered will comply with county/city minimums, if higher than range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.

Employees (and their families) may enroll in our company-sponsored medical, dental, vision, flexible spending, health savings account, voluntary benefits, supplemental life/AD&D plans and the company’s 401k plan. Employees are covered by an employee assistance program (also available to household members) and long-term disability. Full-Time Employees are also eligible for short-term disability. Full-time Employees will also receive Paid Time Off (PTO) based on years of service and paid Holidays. Part-time employees working 20 or more hours receive a pro-ration of the full-time PTO allocation and paid Holidays based on their standard hourly work week. Full-Time employees are eligible for four weeks of paid parental leave. Part-time employees also receive paid parental leave, pro-rated based on their standard hourly work week.