Customer Service Representative

Summary

STERIS is seeking a Customer Service Representative based in Melbourne, VIC. In this hybrid role, you will provide end‑to‑end customer support across the full order management cycle, including order entry, verification of pricing and terms, delivery coordination, and handling product return requests. You will work closely with the Customer Service team and internal stakeholders to ensure smart business practices, adherence to company policies, and a positive customer experience.

If you are passionate about helping customers and enjoy being part of a team that impacts business growth and service excellence, this could be the perfect opportunity for you!

What You Will Do

• Interact with customers to provide information regarding orders, products, product availability, pricing, and any other customer service-related issues.
• Communicate effectively across all STERIS Australia functional areas to gather information related to customer orders and maintain effective relationships with our regular contractors, tradesperson, and customers.
• Raising jobs, purchase orders and entering orders into current systems and review for accuracy (pricing, payment terms, freight terms, product availability, etc.).
• Identify, track, and follow sensitive orders upon supervisor request.
• Assist the team with stock transfers and customer equipment to customers and internally.
• Identify incorrect pricing information in current systems.
• Work closely with the various departments on payments of, credit limits and delivery holds and assist in collection efforts on past due accounts and research and assist in the resolution of sales invoices discrepancies as they arise.
• Maintain and update Customer Service procedures.
• Answer incoming phone calls and mailbox enquiries.
• Distribute leads and inquiries to the Sales and Service teams.
• Assist with the resolution of product/service disputes and escalate customer issue when appropriate.
• Work with the team to maximize revenue through the order life cycle by providing superior customer satisfaction.

The Experience, Skills and Abilities Needed

• Proven experience in customer service with strong phone handling and active listening skills.
• Strong computer proficiency, including Microsoft Office and ERP systems; familiarity with CRM tools is a plus.
• Excellent communication skills to engage effectively with internal and external customers across regions.
• Strong organisational skills with the ability to multitask, prioritise workload, and work independently.
• Positive, proactive team player who takes initiative and contributes ideas.
• Quick learner with the ability to understand product applications and customer needs.
• Committed to delivering high-quality, customer‑focused service with empathy and professionalism.

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