Customer Care Representative

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.

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

Duties - cont'd

• Partie ventes

• Traiter les bons de commande des clients dans les systèmes informatiques (saisie des commandes, l'activation des contrats, la création des demandes d’intervention et la résolution des problèmes liés aux bons de commande) en collaboration avec le service contrat pour mise à jour, si besoin


• Garantir que les prix clients sont correctement assignés dans les systèmes informatiques

• Partie gestion post-commandes :

• Analyser les dossiers en attente (backlog) et apporter les actions correctives si nécessaire


• Gérer les autorisations de retour de matériel (RMA) de l’expédition/renvoi par le client à la réception chez STERIS, dans les délais impartis.


• Gérer les réclamations ou erreurs de facturation


• Enregistrer et assurer le suivi des litiges clients liés à la qualité

Required Experience

De niveau BAC+2, vous avez une expérience de minimum 5 ans dans un métier similaire. Rigoureux(-se), réactif(ve), autonome vous donnez la priorité à la satisfaction client. Vous savez faire preuve d’organisation, et êtes à l’aise dans votre communication et dans le travail en équipe. Vous maitrisez le Pack office. Un niveau bilingue est attendu pour ce poste.