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Job Title:  Customer Care Representative

Req ID:  29317
Job Category:  Customer Operations/Customer Support

Mentor, OH, US, 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 product line for US and Canada.


  • Professionally handle incoming requests from Customers and ensure that all tasks are performed and issues are resolved both promptly and thoroughly
  • Accurately and efficiently record Customer purchase order data into Oracle; orders are received via phone, fax, email, EDI and Internet
  • Process service dispatch calls through Siebel according to Customer requests
  • Page information to Technicians; escalate as needed
  • Monitor Dispatch board until each page is accepted by the Technician
  • Manage Customer contract response level as indicated to meet Customer expectations
  • Educate Customer on product inquiries and further reinforce the information with product literature utilizing STERIS Intranet and website, Product Managers or internal reference materials
  • Research availability on service parts
  • Quote service parts per Customer request
  • Interface with freight carriers and Corporate Traffic for shipment routing, tracking and proof of deliveries
  • 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
  • Research and document Customer complaints into quality system ensuring that all relevant facts and data are captured; escalate issue based on severity of complaint
  • Run daily reports including un-booked order, process hold, credit card authorization failure and specific product reports as needed
  • Provide post-order management support including issue resolution
  • Utilize available resources to update or increase knowledge on products, systems, procedures, procedures and Corporate initiatives
  • Other duties as assigned

Duties - cont'd

Education Degree

  • Bachelor's Degree

Required Experience

Preferred Experience

  • Bachelor degree in Business or Business discipline
  • 1 to 2 years business experience with direct contact with Customers and Sales


  • 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 leading provider of products and services that meet the needs of growth areas within Healthcare: procedures, devices, vaccines and biologics.  We exist to fulfill our MISSION TO HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD. STERIS is a $3B, publicly traded (NYSE: STE) company with approximately 16,000 associates and Customers 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:  29317
Job Category:  Customer Operations/Customer Support

Mentor, OH, US, 44060

Nearest Major Market: Cleveland
Nearest Secondary Market: Akron

Job Segment: Customer Service Representative, Database, ERP, Oracle, Customer Service, Technology