Customer Care Representative

Mentor, Ohio, United States
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 Healthcare product line for US and Canada including all consumables for infection prevention technology equipment and surgical accessories.
Learn more about The schedule for this position is Monday - Friday from 10am - 7pm EST after training. Training schedule: Monday - Friday from 8am - 5pm EST for 5-7 weeks onsite at our Mentor HQ.
What You'll Do as a Customer Care Representative
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

The Experience, Skills and Abilities Needed
Required: High school diploma and 1+ years of business experiencePreferred: Bachelor’s degree preferred. 1+ years business experience with direct contact with Customers and Sales preferred. Other: 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 Self-starter
We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being, and financial future.Here is just a brief overview of what we offer:
Extensive Paid Time Off and (9) added Holidays
Excellent Healthcare, Dental, and Vision benefits
401(k) with a company match
Additional add-on benefits/discounts for programs such as Pet Insurance
Tuition Reimbursement and continued education programs
Excellent opportunities for advancement in a stable long-term career#LI-LD1#LI-HYBRID

Pay range for this opportunity is $40,000 to $46,000. This position is eligible for bonus participation.
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.
STERIS offers a comprehensive and competitive benefits portfolio. Click here for a complete list of benefits:
Open until position is filled.
STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare and life sciences products and services around the globe. For more information, visit .
If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.
STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity 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.
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