Job: French-English Bilingual Customer Care Representative

Jobing Description

Position Summary:

Join STERIS in its vision to see the world free from Infection and Contamination as a

French-English Bilingual Customer Care Representative

Summary

Primarily supports all inbound customer interaction through order placement, order reconciliation and issue investigation by utilizing internal company resources. Helps achieve department queue handling goal of 3.0% abandon rate and 30 second average answer speed.

Essential Job Responsibilities

1. Call Handling (35%)

a. Transfer calls received from the queue to Service Support, Sales Support or Life Sciences as appropriate.

b. Provide list, customer or government pricing for those inquiring as appropriate.

c. Resolve customer product inquiries utilizing the STERIS intranet, STERIS website, Product Managers, product training or internal reference materials.

d. Provide product literature to customer as requested using the STERIS intranet.

e. Using the Territory Alignment System, identify the appropriate sales representative based on the customer inquiry and place the customer in contact.

2. Order Management (35%)

a. Process customer orders received via phone in real time and fax or mail orders within 24 hours using the Oracle order management system.

b. Check product availability and follow up with Customer Service management for anticipated release.

c. Confirm all orders received via fax using the Oracle Order Management reporting function.

d. Issue RMA s as needed.

i. Ensure proper approvals have been obtained.
ii. Correct reason code has been selected.
iii. Include clear and understandable notes and attachments.

e. Work with the Tax Department and customer to resolve tax exemption and invoicing discrepancies.

f. Work with the Corporate Accounts Supervisor to investigate price discrepancies advised by Collections, Sales or the customer and issue credits as necessary.

g. Work with various freight carriers, carrier websites and/or the corporate Traffic Department to track shipments and gather proof of deliveries.

h. Facilitate the order process for new customers by completing and submitting to the CIA Group a New Customer Request form, credit application and customer W-9 form. A tax exemption form and letter from customer on their letterhead indicating GPO affiliation are necessary if applicable for that customer.

i. Work with the Corporate Traffic Department to issue call tags for the pick up of product and/or appropriate distribution center supervisors to expedite shipments.

3. Quality/Complaint Resolution (20%)

a. Investigate and record product complaints in NetRegulus and work with the Regulatory Department to ensure timely action and resolution.

b. Investigate and record distribution complaints in NetRegulus and work with the Quality Department to ensure timely action and resolution.

4. Training (10%)

a. Attend regular training sessions.

b. Keep up to date on marketing promotions and ensure promotions are entered into Oracle 11i correctly.

c. Utilize hands on product training, training materials, internal reference materials and STERIS internet and intranet sites to resolve questions from internal and external customers as well as resolve internal investigations.

5. Other duties as assigned

Requirements

Education and Experience
Bachelor degree or minimum two years of call center/customer service experience required.

Skills
1. Strong internal and external customer focus

2. Excellent verbal and written communication skills with active listening

3. Excellent multitasking ability and prioritization skills

4. Superior problem solving ability

5. Possesses a high degree of initiative

6. Strong data entry skills

7. Knowledge of MS Word and Excel

Must be able to demonstrate bilingual French-English skills (oral and written).

STERIS is a $1B+, publicly traded (NYSE) organization of over 5000 employees and is dedicated to providing innovative infection prevention, decontamination, and health science technologies, products and services. STERIS Corporation is an equal opportunity/affirmative action employer.

STERIS Corporation complies with all obligations with respect to online application systems under guidelines provided by the US Department of Labor's Office of Federal Contract Compliance Programs. If you are a disabled person who requires reasonable accommodation to complete an online application, please contact the STERIS Human Resources Department by phone at 440-392-7047 or 800-548-4873, extension 27047 for assistance.