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Job Title:  Customer Care Representative I

Req ID:  23760
Job Category:  Customer Operations/Customer Support

Birmingham, AL, US, 35222

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

The Customer Care Representative’s primary role is to manage inbound calls by providing order placement, 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 Animal Health product line for US and Canada including all consumables for infection prevention technology equipment and surgical accessories.

Duties

  1. Assist Customers with product requests and service problems by clarifying Customer’s need, providing the best solution, and escalating issues as appropriate to ensure Customer satisfaction
  2. Educate Customer on product inquiries and further reinforce the information with product literature utilizing STERIS Intranet and website, Product Managers or internal reference materials
  3. Creates critical paperwork for the Customer and develops knowledge on how to make corrections, split orders and work multiple orders. 
  4. Provides estimates and re-estimates to representatives and Customers. Responds to inquiries regarding timely turnaround times and responds to various other Customer inquiries.
  5. Provides knowledge about company capabilities and acts as the liaison between the Customer and the product manager if necessary.
  6. Initiates follow up with Customers on any issues surrounding their account. 
  7. Resolves warranty concerns.
  8. Responds to invoice questions.
  9. Collects specific data including Customer profile information, Customer preference and intelligence information. 
  10. Participates in Customer loyalty activities. 
  11. Soft upselling including identification of opportunities for sales follow-up or sending literature/information in response to Customer requests. 
  12. Drives revenue by partnering with with Customers to collect unbilled Purchase Orders
  13. Other duties as assigned

Education Degree

  • High School Diploma or GED

Required Experience

  • Bachelor's degree and 0-2 years' experience preferred
  • High School Diploma and 4 years' relevant work experience acceptable
  • Knowledge of MS Office Suite
  • Excellent written and verbal communication skills
  • Ability to build customer loyalty
  • Managing Conflict
  • Customer Focus

Skills

  • 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
  • Ability to work well within a Team

 

STERIS is a $3B, publicly traded (NYSE: STE) organization with approximately 12,000 associates worldwide and operates in more than 100 countries.

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 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:  23760
Job Category:  Customer Operations/Customer Support

Birmingham, AL, US, 35222


Nearest Major Market: Birmingham

Job Segment: Customer Service Representative, Medical, Inspector, Product Manager, Customer Service, Healthcare, Quality, Operations