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Title:  Customer Service Representative

Req ID:  14106
Category:  Customer Operations/Customer Support
City:  Bethlehem
State:  PA
Postal Code:  18017
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.

Position Summary

Position is primarily responsible for interfacing with Customers, prospective Customers and the technical field staff for all company services. Ideal candidate must possess excellent communication skills (both written and oral) and a problem-solving mindset. Must be able to multi-task, prioritize, react quickly to various Customer situations, and work well with others in a busy office setting. Position requires an individual with a pleasant personality and with core value attributes of teamwork, collaboration and accountability.

Duties

1. Corresponds with Customers and prospects via phone, fax and email to address all needs. Maintains point of contact between Customer and internal departments (technical assistance, report requests, etc).

2. Provides quotations to Customer for all services (certification, calibration, validation) for routine work, Customer special requests, projects and additional change order work as required. Works with Certification Project Managers and Department Managers to prepare quotations for major accounts.

3. Researches Customer equipment database to keep information updated and current. This includes having units marked out of service, working with Customers and Project Managers to get units on the same cycle to consolidate service visits, and working to resolve any past due service dates in the system.

4. Provides detail to the Accounting Department for new Customer set up (including bill to, Customer contact and service address location). Sends New Customer Application to Customer with initial quote (if not previously received).

5. Performs follow up with Customers on outstanding unscheduled quotations (new prospect, routine and non-routine work) via email and phone.

6. Ensures that accurate payment information is received from Customer prior to processing paperwork to purchasing to order parts (if applicable) and/or scheduling service with dispatch.

7. Provides accurate scope of work information to dispatch to schedule work – including providing any special requirements (requested date, start time, technician requirements, etc).

8. Reviews service order from technician once job is completed to verify that all work was performed as originally quoted. Works with Customer to get revised payment information for change order (if additional work was performed while on site). Creates return quotations for return visits and repairs, if needed. Provides completed service order and original back office paperwork package to the billing department for invoicing after updating software systems(s) to reflect accurate status of quote.

Required Experience

EDUCATION & EXPERIENCE

 Bachelor's Degree preferred. 3 -5 years’ practical experience considered in lieu of degree. Previous experience in sales/account support preferred
 

SKILLS

1. Excellent interpersonal, written, verbal and analytical skills.

2. Excellent business office organizational skills.

3. Strong competency of Microsoft Office suite required (spreadsheets, word processing, project management tools, database systems at must); experience with Oracle preferred but not required.

4. Strong typing skills required.

5. Excellent time management skills with ability to take a proactive approach, multitask, establish priorities and deliver within deadlines.

6. Attention to detail a must.

7. Must have the ability to work in a team environment.

8. Ability to interact with all levels of company personnel and clients.

9. Listening skills essential to understand and empathize with Customer.

10. Ability to recognize Customer’s needs and qualify potential needs for vertical intergration of all services provided.

11. Confidence with problem solving ability.

12. Ability to work independent of supervision.

13. Self-motivated to complete tasks accurately and efficiently.

14. Ability to detect trends and problems and recommend administrative solutions when practical.

15. Be empathetic on employee Human Resource issues. Use tact, professionalism and respect for individuals to discuss disagreements and solve in a mutually favorable manner.

 

STERIS plc is a $2B+, publicly traded (NYSE: STE) organization with more than 12,000 employees worldwide.

STERIS strives to be an Equal Opportunity Employer.  

Req ID:  14106
Category:  Customer Operations/Customer Support
City:  Bethlehem
State:  PA
Postal Code:  18017


Nearest Major Market: Allentown

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