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Job Title:  Customer Service Representative

Req ID:  20252
Job Category:  Customer Operations/Customer Support
Country/Region:  US
State:  OH
City:  Mentor
Zip:  44060
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.

Our Customers are so important to us, we always use a capital "C" to remind us of their value.  If you enjoy knowing what you do can make someone's day a little easier, join our Service and Parts team and help our Customers experience the capital "C" in being a STERIS Customer. In this role you will manage the order management life cycle for an assigned Service Districts and Key Accounts throughout the United States and Canada. As the primary liaison for sales order support, processing of purchase orders/contracts and returns, and arrangement of logistics, you will respond to requests for parts and parts information from staff and external Customers. Work directly with Customers, distributors, sales, field service team, marketing, manufacturing, planning and logistics to optimize sales efficiencies and deliver world-class sales and Customer support for the Service & Parts business. The hours of the position, 9am - 6pm M-F.

What We Offer You:

This is a great opportunity to join a well-established, global company that will invest in your career growth over the long term. STERIS wouldn’t be where it is today without our incredible, talented 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 offer a comprehensive benefits package, including:

  • Competitive pay
  • Annual merit bonus and incentive plans
  • Business travel and all related expenses paid
  • Training and coaching
  • Medical, vision, dental and life insurance
  • 401(k) with a company match
  • Paid vacation time and paid holidays
  • Tuition assistance
  • Opportunities for advancement

 

What You Will Do:
  • Process purchase orders using the Oracle order management system including quoting, Oracle order maintenance, pre-post order manufacturing and logistics coordination. Manage specialized orders, resolve issues working directly with Customer and internal departments.  
  • Respond to and process Service Request calls, and all other Siebel Activities requests, for both Customers and STERIS Field Service technicians, utilizing the Siebel system. 
  • Ensure the highest quality Customer experience by responding to (or initiating) phone calls, either through queue, direct contact or live chat, and handling inquiries on the “first pass” eliminating continuous Customer transfers. Our goal is a quality solution not quantity of calls.
  • Work with various internal departments to assure that specific parts are manufactured, shipped and delivered as required by Customer’s lead time requests. Manage phases of the RMA (Return Material Authorization) process from pick up to delivery into a STERIS site. 
  • Maintain and manage backlogs, assuring ship dates are being met, process/credit holds are released, backorders are communicated to Customer, and FOB terms are adhered to. Work with the Credit Department to solve credit hold issues and helps reconcile past due invoices to decrease daily sales outstanding.  
  • Train peers, provide backup to teammates, give presentations as necessary, and complete assigned MBOs as identified by department manager.
     
What You Need to be Successful:
  • High School Diploma/GED and 5+ years of relevant experience required. Bachelor’s Degree and 1+ years’ relevant experience preferred.
  • Prior Customer service experience working in sales/account support role using phone, Microsoft Office and computer entry.
  • Bilingual (French/English) is highly desired but not required.
  • Strong computer skills (Word, Excel, PowerPoint, Sharepoint) required. 
  • Excellent interpersonal, written, verbal and analytical skills, and ability to interact as a team member and with all levels of business partners and Customers. 
  • Excellent time management, organizational skills, and detail orientation required. 
  • Must be able to multitask, prioritize, work on schedule, and within deadlines. 

 

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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.