Customer Service Represenative Iii

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 Service Representative III is responsible for professionally and efficiently managing Customer calls related to after-sales service, as well as managing sales orders. Among its responsibilities are to process sales orders, obtain information about order status, check credit issues, assist Customers with parts orders, issue sales invoices, and record all types of call requests in the Salesforce system. Trains new associates and development of new processes and work tools. Due to the level of experience, this professional is able to lead some problem-solving processes as well as the decision-making process to end up with good solutions for Customers and Internal Stakeholders.

**Duties**:

- 1. Work with Customer requests, contracts, guarantees and bonuses, ensuring that all tasks are performed, and problems resolved promptly, with a good level of autonomy and decision-making process leadership.
2. Accurately and efficiently record Customer data in CRM/ERP;
3. Track the list of orders available in CRM and support other Customer Service Reps with guidance, if it is necessary.
4. Monitor product orders, shipments of goods and freight, providing the Customer with updated information.
5. Assist the Customer in issues related to the products of the orders and reinforce the use of the Intranet and STERIS website, product managers or internal reference materials. If necessary, escalate calls if more knowledge is needed;
6. Search inventory of parts, equipment and consumables for sale and warranty / bonus;
7. Confirm that the sales prices are in alignment with the commercial policies and the necessary approvals have been collected.
8. Carry out the interface with cargo carriers for shipping goods, tracking and proof of deliveries.
11. Run weekly backlog reports, orders served, credit issues and others.
12. Record complaints and requests in the Salesforce system, assuring the proper historical data on track.
13. Handle and monitor Customer’s requests in order to ensure the proper return from the area responsible for their demands.
14. Coordinate the calls related to Customer Relationship Management System and address processes and services according to Customer’s requests.
15. Monitor open CRM cases and work with different internal areas to ensure rapid resolution and compliance with SLAs.
16. Request Customer information about the functionality of the product and act as a key player feedbacking the internal areas responsible for addressing any necessary change to improve the Customer Experience.
17. Research and document Customer complaints in quality system and ensure that all relevant facts and data are captured and escalate issue based on the severity of the event.
18. Provide management support, including problem-solving and enterprise thinking, connecting the process to cause consequences relations.
19. Use the resources available to update or increase knowledge about products, systems, processes, procedures and corporate initiatives.
20. Management of complex orders of large equipment and extended delivery times (Make to Order);
21. Train new members, answering their questions and/or directing them to those who can help them;
22. Support continuous improvement projects. Support management in project identification, define technical requirements, develop new processes, tools and training. Run and/ou support the executionof projects;
23. Other functions assigned to you.

**Duties - cont'd**:
**Education Degree**:
**Required Experience**:

- Graduation in Administration, Law, Commercial Management or related areas.
- Desirable English.
- Desirable Spanish.
- Knowledge office package.
- Knowledge in administrative services of sales and billing.
- Experience of 5 years in billing.

**Preferred Experience**:
**Skills**:
STERIS is a leading provider of products and services that meet the needs of growth areas within Healthcare: procedures, devices, vaccines and biologics. We exist to fulfill our MISSION TO HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD. STERIS is a $3B, publicly traded (NYSE: STE) company with approximately 16,000 associates and Customers in more than 100 countries.

STERIS strives to be an Equal Opportunity Employer.