Job Title:  Customer Care Representative I

The Role

The primary focus of this position is to provide an outstanding Customer experience. Individuals in this role will be assigned to a manageable level of sales representatives and will serve as a liaison between the sales representative and the Customer. In this role, the Customer Care Specialist must have a thorough knowledge of all the Company’s products and services.

The Customer Care Representative will support our Account Managers by owning the service support experience for assigned AM’s. The successful Customer Care Representative will be able to build a relationship with our Customers that allows for direct communication and support of the various concerns a Customer might have. 

This is a hybrid role after training - the team goes into the office 2 days/week. 

What You Will Do

• Create a personalized relationship with each assigned Account Mangers. 
• Own the service support experience for assigned Sales Representatives.
• Must be knowledgeable on where to send what repairs including responding to inquiries about IMS capabilities.
• Create critical paperwork for the Customer and develop knowledge on how to make corrections, split orders and work multiple orders. 
• Provide estimates and re-estimates to representatives and Customers. Respond to inquiries regarding timely turnaround times and responds to various other Customer inquiries.
• Provide knowledge about company capabilities and act as the liaison between the Customer and the product manager if necessary.
• Initiate follow up with Customers on any issues surrounding their account. 
• Resolve warranty concerns.
• Respond to invoice questions.
• Provide training and guidance to Customer regarding www.myaccount.com.

What You Will Do - cont'd

• Collect specific data including Customer profile information, Customer preference and intelligence information. 
• Participate in Customer loyalty activities. 
• Soft upselling including identification of opportunities for sales follow-up or sending literature/information in response to Customer requests. 
• Drive revenue by partnering with Customers to collect unbilled Purchase Orders
• Other duties as assigned

What You Need To Be Successful

• High School Diploma or GED
• 1 to 2 years business experience with direct contact with Customers and Sales

What Will Help You

• Bachelor degree in Business or Business discipline

Skills

• Knowledge of MS Office Suite
• Excellent written and verbal communication skills
• Building Customer loyalty
• Communication
• Managing conflict
• Customer Focus

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. #LI-EK1