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Job Title: Customer Care Specialist – REMOTE
Description:
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.
The Role
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). Inidual 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 (Your schedule will be an 8 hour shift between 730AM – 530PM CST.)
What You Will Do
- 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.
What You Will Do
- 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
What You Need To Be Successful
- High school diploma required with 1-2 years business experience (direct contact with Customers and Sales)
- Bachelors degree in Business or related discipline preferred with 0-2 years business experience
- Self-starter
What Will Help You
- Bachelors degree in Business or related discipline preferred with 0-2 years business experience
Skills Required For Success
- 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
- Able 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.
STERIS is a leading provider of products and services that meet the needs of growth areas within Healthcare: procedures, devices, vaccines and biologics. We exist to fulfill our MISSION TO HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD. STERIS is a $3B, publicly traded (NYSE: STE) company with approximately 16,000 associates and Customers in more than 100 countries.
STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law. We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.
The full affirmative action program, absent the data metrics required by § 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.
Req ID: 31021
Job Category: Customer Operations/Customer Support
Des Plaines, IL, US, 60018
Nearest Major Market: Chicago
Job Segment: Inspector, Product Manager, SAP, Customer Service, Research, Quality, Operations, Technology