Fully Remote 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

HuFriedyGroup, a STERIS company, is a global leader in the manufacturing of dental instruments and products designed to help dental practitioners perform at their best. Our 10,000-plus products, hand-crafted by highly skilled artisans, are known for their precision, performance, longevity, reliability, and quality. As one of the world's leading dental instrument and product companies, we continue our commitment to advance dental performance by supporting these products with world-class service, education and peer communities.

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.

What You Will Do

• 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

What You Need to Be Successful

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• High school diploma
• 1 to 2 years business experience (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

• Ability to work well within a Team

Pay range for this opportunity is $16.19 - $21.25.This position is eligible for participation in our Corporate Bonus Plan.

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.

Employees (and their families) may enroll in our company-sponsored medical, dental, vision, flexible spending, health savings account, voluntary benefits, supplemental life/AD&D plans and the company's 401k plan. Employees are covered by an employee assistance program (also available to household members) and long-term disability. Full-Time Employees are also eligible for short-term disability. Full-time Employees will also receive Paid Time Off (PTO) based on years of service and paid Holidays. Part-time employees working 20 or more hours receive a pro-ration of the full-time PTO allocation and paid Holidays based on their standard hourly work week. Full-Time employees are eligible for four weeks of paid parental leave. Part-time employees also receive paid parental leave, pro-rated based on their standard hourly work week.

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.

Req ID: 40831

Job Category: Customer Operations/Customer Support

Des Plaines, IL, US, 60018

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