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Job Title:  Customer Care Representative

Req ID:  16876
Job Category:  Customer Operations/Customer Support
Country:  US
State:  OH
City:  Mentor
Zip:  44060

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.


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.Accurately and efficiently record Customer purchase order data into Oracle; orders are received via phone, fax, email, EDI and Internet

3.Process service dispatch calls through Siebel according to Customer requests

4.Page information to Technicians; escalate as needed

5.Monitor Dispatch board until each page is accepted by the Technician

6.Manage Customer contract response level as indicated to meet Customer expectations

7.Investigate product backorders, freight shipments, and invoice inquiries providing Customer with up-to-date information

8.Educate Customer on product inquiries and further reinforce the information with product literature utilizing STERIS Intranet and website, Product Managers or internal reference materials

9.Research availability on service parts

10.Quote service parts per Customer request

11.Research Customer inquiries on product functionality; may require interaction with STERIS Clinical or Product Manager to ensure Customer needs and expectations are met

12.Confirm order sell price is in compliance with GPO contract price

13.Interface with freight carriers and Corporate Traffic for shipment routing, tracking and proof of deliveries

14.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

15.Research and document Customer complaints into quality system ensuring that all relevant facts and data are captured; escalate issue based on severity of complaint

16.Run daily reports including un-booked order, process hold, credit card authorization failure and specific product reports as needed

17.Provide post-order management support including issue resolution

18.Utilize available resources to update or increase knowledge on products, systems, procedures, procedures and Corporate initiatives

19. Other duties as assigned

Duties - cont'd
Education Degree
    Required Experience


    STERIS is a $2B+, 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.

    Nearest Major Market: Cleveland
    Nearest Secondary Market: Akron

    Job Segment: Customer Service Representative, Medical, Oracle, Database, Customer Service, Healthcare, Technology