Service Support Representative

Company description:

STERIS is a leading provider of infection prevention and procedural products and services, focused primarily on the critical markets of healthcare, pharmaceutical and research and medical devices. Our mission is to help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe. We have 12,000 employees worldwide, with over 3,000 in Customer-facing sales and service roles. Founded as Innovative Medical Technologies in Ohio in 1985, the company was renamed STERIS in 1987. Many of the businesses that have been acquired and integrated into STERIS have much longer operating histories, notably the American Sterilizer Company founded in 1894. The STERIS Vision is inspired by our Customers' efforts to create a healthier and safer world, and guided by our legacy of leadership and innovation; we strive to be a Great Company. To STERIS, this means we will make a difference by providing world-class product and service solutions for our Customers, safe and rewarding work for our People, and superior returns for our Shareholders.

Job description:

Position Summary

As a Service Support Representative, you will play a critical role in delivering a seamless and positive experience for our Customers across the full order lifecycle. You will be responsible for providing end-to-end customer support, managing sales orders from receipt through verification, pricing, delivery, and system entry, as well as handling customer return requests.

Working closely with the Customer Service team and internal stakeholders, you will ensure all orders and inquiries are managed in line with STERIS policies, procedures, and smart business practices. This role is pivotal in building strong customer relationships, supporting operational excellence, and contributing to the overall profitability and success of the business.

You will act as a trusted partner to both Customers and internal teams, proactively coordinating activities to ensure customer needs are met while aligning with company objectives and service standards.

What You Will Do

* Interact with customers create and provide information regarding service requests, parts, part availability, pricing, and any other customer service related issues based on internal and external requests
* Communicate effectively across all STERIS functional areas to gather information related to customer orders and maintain effective relationships with our regular contractors, tradesperson, and customers.
* Raising Service Requests, purchase orders and entering orders into current systems and review for accuracy (pricing, payment terms, freight terms, product availability, etc.).
* Maintaining internal system records, including account and equipment data, and amending when required.
* Identify, track, and follow sensitive orders upon distributor or supervisor request.
* Creating and managing Customer and internal orders and RMAs.
* Identify incorrect pricing information in current systems.
* Creating and managing quotes based on Customer and internal requests.
* Open application record resolution, including Service Requests, Activities and Orders.
* Documenting and managing the complaint resolution process.
* Answer phone calls and check/monitor and respond to all customer emails within management set SLAs.
* Distribute leads and inquiries to the Sales and Service teams.
* Assist with the resolution of product/service disputes and escalate customer issue when appropriate.
* Work with the team to maximize revenue through the order life cycle by providing superior customer satisfaction.

The Experience, Skills and Abilities Needed

* High School Diploma with some years of experience in similar customer service capacity.
* Strong phone contact handling skills and active listening.
* Strong computer skills and experience with Microsoft Office are also required.
* Familiarity with CRM systems and practices are desirable.
* Ability to multi-task, prioritize, and manage time effectively.
* Exceptional communication skills with ability to effectively communicate information and respond to questions from internal and external customers at all levels from several different countries.
* Strong organisational skills, attention to detail, ability to prioritise effectively and work independently.

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