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.

This position is a hybrid schedule after training - the team meets at our office in Mentor OH on Wednesdays and Thursdays.

• 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

• 1 to 2 years business experience with direct contact with customers and sales
• High School Diploma or GED

• Bachelor degree in Business or Business discipline

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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