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Customer Care Representative I

3 months ago

Chicago, 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**:
HuFriedyGroup, a STERIS company, is a global leader in the manufacturing of dental instruments and products designed to help dental practitioners perform at their best. Our 10,000-plus products, hand-crafted by highly skilled artisans, are known for their precision, performance, longevity, reliability, and quality. As one of the world’s leading dental instrument and product companies, we continue our commitment to advance dental performance by supporting these products with world-class service, education and peer communities.

The Customer Care Representative I’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 HuFriedyGroup (HFG). Individual is responsible for managing calls from multiple queues ensuring department objectives are met and supporting the Dental product line and services.

This is a FULLY REMOTE position. Work from home anywhere you choose in the continental U.S. during standard business hours, Monday - Friday. (Your schedule will be an 8 hour shift between 7AM - 530PM CST.)

**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.
- 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 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**:

- 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 STERIS Offers**:
The opportunity to join a company that will invest in you for the long-term. STERIS 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 people who are in it for the long run with STERIS 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 write our next chapter.

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Pay range for this opportunity is $15.99 - $22.33. This posi