Job 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 (CCR) primary role is to manage inbound calls and emails providing support to Account Managers and Customers based on an assigned geographic area. The CCR is responsible for working with cross functional groups to ensure repair orders are processed accurately and timely as well as resolving Customer inquiries related to repair order transactions. 

This is a hybrid role after training. The team meets onsite at our Birmingham, AL office on Tuesday and Wednesday. Monday Thursday and Friday are worked remotely.

What You'll Do as a Customer Care Representative

• Professionally handle incoming requests from Customers, including service request creation and credit card processing, ensuring 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 or email
• Email repair order estimates per Customer request and perform order management review ensuring all estimates are emailed per department guidelines
• Process repair estimate approvals/rejections to the appropriate repair facility
• Confirm order sell price is in compliance with GPO contract price
• Investigate status checks, proof of delivery and invoice inquiries providing Customer with up-to-date information
• Facilitate cross functional communications to ensure proper account setup, to ensure orders are shipped to meet Customer requirements
• Utilize available resources to update or increase knowledge on products, systems, procedures, and Corporate initiatives
• Research and document Customer complaints into quality system ensuring that all relevant facts and data are captured; escalate issue based on severity of complaint
• Manage calls and emails via multiple queues
• Other duties as assigned

The Experience, Skills, and Abilities Needed

Required:

• High school diploma or GED, and 5+ years of business experience
• Associate’s degree, and 3+ years of business experience
• Bachelor’s degree, and 1+ years of business experience

Preferred:

• Direct contact with Customers and sales preferred

Other:

• 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
• Able to work well within a Team

What STERIS Offers

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being and financial future.

Here is a brief overview of what we offer:

• Market Competitive Pay
• Extensive Paid Time Off and (9) added Holidays
• Excellent Healthcare, Dental and Vision Benefits
• Long/Short Term Disability Coverage
• 401(k) with a company match
• Maternity and Paternity Leave
• Additional add-on benefits/discounts for programs such as Pet Insurance
• Tuition Reimbursement and continued education programs
• Excellent opportunities for advancement in a stable long-term career

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Pay rate for this opportunity is $45,000k/year. This position is eligible for bonus participation. 

Minimum pay rates offered will comply with county/city minimums, if higher than range listed.  Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.

STERIS offers a comprehensive and competitive benefits portfolio.  Click here for a complete list of benefits:  STERIS Benefits

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.

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