Customer Care Representative Req ID: 48165 Job Category: Customer Operations/Customer Support Location: Mentor, OH, US, 44060 Workplace Type: Hybrid 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 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 STERIS Healthcare Products This is a hybrid schedule after training. The team meets in the office in Mentor OH on Wednesday and Thursday. 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 * 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 STERIS Intranet and website, Product Managers or internal reference materials * Research availability on service parts * Quote service parts per Customer request * Research Customer inquiries on product functionality; may require interaction with STERIS Clinical or Product Manager to ensure Customer needs and expectations are met * Confirm order sell price is in compliance with GPO contract 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 * Supports the continuous improvement initiatives within the function, including standard work and the root-cause-countermeasure process in support of key performance indicators (KPIs) * Other duties as assigned The Experience, Skills and Abilities Needed Required: * High school diploma and 1+ years of business experience Preferred: * 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 ana