Customer Care Representative I

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 I’s primary role is to provide onsite support to Customers and cross functional groups within HuFriedyGroup (HFG). This includes, but is not limited to, managing Customer calls by providing order placement, service dispatch, technical product assistance and order issue resolution. Individual is responsible for managing calls from multiple queues ensuring department objectives are met and supporting the Dental product line and services. The position also has minor administrative duties and includes, but is not limited to, creating a friendly and welcoming environment for visitors and business guests entering the front desk reception area and maintaining front desk security. 

This is an onsite role in Des Plaines, IL.

Duties

Customer Care Responsibilities, 90%

• Professionally handle incoming requests from Customers and internal partners and ensure that all tasks are performed and issues are resolved both promptly and thoroughly.
• Accurately and efficiently record Customer purchase order data into SAP and Salesforce; orders are received via phone, fax, email, EDI and Internet.
• Process repair services through Salesforce according to Customer requests.
• Send information to Technicians; escalate as needed.
• Monitor Salesforce until repairs are accepted by the Technician.
• Manage Customer response level as indicated to meet Customer expectations.
• Investigate product backorders, freight shipments, and invoice inquiries providing Customer with up-to-date information.
• Educate Customer on product inquiries and further reinforce the information with product literature utilizing HFG Intranet and website, Product Managers, or internal reference materials.
• Research availability on service parts.
• Quote service parts per Customer request.
• Makes and receives calls with the intent of selling products or services.
• Must be knowledgeable on where to send what repairs and returns including responding to inquiries about HFG products and services…
• Provides order, repair and return estimates and re-estimates to representatives and Customers. Responds to inquiries regarding timely turnaround times and responds to various other Customer inquiries.
• Researches and resolves complaints.
• Research Customer inquiries on product functionality; may require interaction with HFG Clinical or Product Manager to ensure Customer needs and expectations are met.
• Confirm order sell price is in compliance with HFG price
• 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
   

Onsite Administrative Responsibilities, 10%

• Open and close front reception area to accommodate posted business hours
• Greet and assist internal associates and visitors and ensure required sign-in documentation is obtained.
• Coordinate work schedules and train back-up personnel to ensure front desk coverage during all business hours.
• Support product donation process.
• Manage incoming mail by maintaining organized mail room and following up on received mail.
• Other duties as assigned

Required Experience

• High school diploma required with 1-2 years of business experience (direct contact with Customers and/or Sales) required
• Bachelors degree in Business or related discipline preferred with 0-2 years business experience preferred

 

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