Customer Care Representative I

Company: STERIS Corporation
Location: Birmingham
Posted on: January 12, 2021

Job Description:

STERIS is a leading provider of infection prevention and procedural products and services, focused primarily on the critical markets of healthcare, pharmaceutical and research and medical devices. Our mission is to help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe. We have 12,000 employees worldwide, with over 3,000 in Customer-facing sales and service roles. Founded as Innovative Medical Technologies in Ohio in 1985, the company was renamed STERIS in 1987. Many of the businesses that have been acquired and integrated into STERIS have much longer operating histories, notably the American Sterilizer Company founded in 1894. The STERIS Vision is inspired by our Customers' efforts to create a healthier and safer world, and guided by our legacy of leadership and innovation; we strive to be a Great Company. To STERIS, this means we will make a difference by providing world-class product and service solutions for our Customers, safe and rewarding work for our People, and superior returns for our Shareholders.Position SummaryThe 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* 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 assignedEducation Degree* High School Diploma or GED Preferred ExperienceHigh School Diploma and 4 years of relevant work experience Bachelors degree and 0-2 years of experience highly preferred.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

Keywords: STERIS Corporation, Birmingham , Customer Care Representative I, Other , Birmingham, Alabama