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Job Title: Customer Care Representative Req ID: 42181 Job Category: Customer Operations/Customer Support Mentor, OH, US, 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. 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. This is a hybrid role working out of our headquarters in Mentor, Ohio with Wednesday and Thursday in the office. Duties 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 Education Degree Bachelor's Degree Preferred Experience Bachelor degree in Business or Business discipline 1 to 2 years business experience with direct contact with Customers and Sales 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 Abilityto work well within a Team STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 17,000 associates and Customers in more than 100 countries. If you need assistance completing the application process, please call 1