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3rd Shift Customer Care Representative - FULLY REMOTE ID-8521


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 Healthcare product line for US and Canada including all consumables for infection prevention technology equipment and surgical accessories.

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This is a fully remote, 3rd shift position. The schedule is Tuesday - Saturday from 11pm - 7am EST after training.

Training is Monday - Friday from 8am - 5pm for up to 6 weeks. What You'll Do as a Customer Care Representative *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

*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 STERIS Intranet and website, Product Managers or internal reference materials

*Research availability on service parts

*Quote service parts per Customer request

*Research Customer inquiries on product functionality; may require interaction with STERIS Clinical or Product Manager to ensure Customer needs and expectations are met

*Confirm order sell price is in compliance with GPO contract 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

*Supports the continuous improvement initiatives within the function, including standard work and the root-cause-countermeasure process in support of key performance indicators (KPIs)

*Other duties as assigned

The Experience, Skills and Abilities Needed Required : High school diploma and 1+ years of business experience

Preferred: Bachelor's degree preferred. Experience working 3rd shift is preferred. 1+ years business experience with 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 Self-starter

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

#LI-LD1

#LI-REMOTE Pay range for this opportunity is$34,000.00-$47,512.50.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. Req ID:

48529

Job Category:

Customer Operations/Customer Support

Location:

Mentor, OH, US, 44060

Workplace Type:

Remote

STERIS Sustainability Life at STERIS

Nearest Major Market:

Cleveland

Nearest Secondary Market:

Akron

Job Segment: Customer Service Representative, ERP, Infection Control, Customer Service, Technology, Healthcare, Research

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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