French-Bilingual Customer Care Representative | Fully Remote

STERIS Corporation•Mentor, OH

3d•$40,000 - $46,000•Remote

About The Position

The French-Bilingual 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. This is a fully remote position. The schedule for this position is Monday - Friday from 8am - 5pm EST during and after training.

Requirements

High school diploma and 1+ years of business experience

Nice To Haves

Bachelor’s degree preferred.
1+ years business experience with direct contact with Customers and Sales preferred.
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

Responsibilities

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