Customer Service Representative

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**:
This position is responsible for providing customer end-to-end support throughout the order management process for all products and will accomplish all functions associated with sales order management; receipt, verification of terms, pricing and delivery and then entering of the customer purchase order. This also includes customer request to return products.

You will be working with the Customer service team to ensure the Company’s policies and procedures, to practice smart business practices and adding to the profitability of the Company. Ensure end-to-end support for customer orders and inquiries. To partner with internal teams to ensure customer needs and company objectives are met.

**Duties**:

- 1. Interact with customers to provide information regarding orders, products, product availability, pricing, and any other customer service-related issues.
2. Communicate effectively across all STERIS Australia functional areas to gather information related to customer orders and maintain effective relationships with our regular contractors, tradesperson, and customers.
3. Raising jobs, purchase orders and entering orders into current systems and review for accuracy (pricing, payment terms, freight terms, product availability, etc.).
4. Updating the service calls spreadsheet into current system and ensuring service reports are sent to customers in a standard format and in a timely manner.
5. Identify, track, and follow sensitive orders upon distributor or supervisor request.
6. Assist the team with stock transfers and customer equipment to customers and internally.
7. Inventory Control involving coordination of incoming/outgoing goods and stock taking.
8. Identify incorrect pricing information in current systems.
9. Work closely with the various departments on payments of, credit limits and delivery holds and initiate collection efforts on past due accounts and research and assist in the resolution of sales invoices discrepancies as they arise.
10. Maintain and update Customer Service procedures.
11. Answer incoming phone calls.
12. Distribute leads and inquiries to the Sales and Service teams.
13. Assist with the resolution of product/service disputes and escalate customer issue when appropriate.
14. Work with the team to maximize revenue through the order life cycle by providing superior customer satisfaction.

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

- Bachelor's Degree

**Required Experience**:

- Knowledge, skills, and abilities

1. Previous experience working in a similar customer service role.
2. Strong phone contact handling skills and active listening.
3. Strong computer skills and experience with Microsoft Office are also required.
4. Familiarity with CRM systems and practices are desirable.
5. Ability to multi-task, prioritize, and manage time effectively.
6. 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.
7. Strong organisational skills, attention to detail, ability to prioritise effectively and work independently.

**Preferred Experience**:
Personal Characteristics
1. Must be a self-starter who enjoys working with the team.
2. Demonstrates a positive outlook.
3. Attention to detail and possess excellent organization and prioritizing skills.
4. Plans effectively and uses time well.
5. Can think creatively and is prepared to present ideas.
6. Is an effective communicator.

Personal Principles
1. Achieves established goals; driven to succeed.
2. Takes responsibility for own actions.
3. Works to do ‘what’s right’, trustworthy, open, and honest.
4. Demonstrates a fiscally responsible approach to managing events/projects.
Customer Service Attributes
1. Displays courtesy, sensitivity, and empathy in resolving difficult or emotional situations.
2. Exhibits good listening and comprehension skills.
3. Strives for ‘win-win’ solutions to problems or opportunities.
4. Driven to deliver the highest quality standards to our customers.

Teamwork Attributes
1. Asks for help when needed.
2. Listens to and values feedback, shares opinions with team members.
3. Participates actively and enthusiastically in team / group discussions.
4. Respectful of, and actively solicits team members opinions.

**Skills**:
STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 17,000 associates and Customers in more than 100 countries.

STERIS strives to be an Equal Opportunity Employer.