Steris CECS Customer Service Representative in Cincinnati, Ohio

CECS Customer Service Representative

Our Mission: At STERIS plc, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

Who we are: STERIS is a growing provider of infection prevention and other procedural products and services through our family of wholly owned subsidiaries, including: IMS, US Endoscopy, Albert Browne Limited, Eschmann Holdings Limited and Synergy Health Limited, among others.

SUMMARY Position is primarily responsible for interfacing with Customers, prospective Customers and the technical field staff for all company services. Position will be preparing quotes, entering orders, scheduling the technician’s daily schedules and dispatches as scheduled work is confirmed with Customers. Ideal candidate must possess excellent communication skills (both written and oral) and a problem-solving mindset. Must be able to multi-task, prioritize, react quickly to various Customer situations, and work well with others in a busy office setting. Position requires an individual with a pleasant personality and with core value attributes of teamwork, collaboration and accountability.

ESSENTIAL JOB DUTIES

Customer Service

  • Corresponds with Customers and prospects via phone, fax and email to address all needs. Maintains point of contact between Customer and internal departments (technical assistance, report requests, etc).

  • Provides quotations to Customer for all services (certification, calibration, validation) for routine work, Customer special requests, projects and additional change order work as required. Works with Certification Project Managers and Department Managers to prepare quotations for major accounts.

  • Researches Customer equipment database to keep information updated and current. This includes having units marked out of service, working with Customers and Project Managers to get units on the same cycle to consolidate service visits, and working to resolve any past due service dates in the system.

  • Provides detail to the Accounting Department for new Customer set up (including bill to, Customer contact and service address location). Sends New Customer Application to Customer with initial quote (if not previously received).

  • Performs follow up with Customers on outstanding unscheduled quotations (new prospect, routine and non-routine work) via email and phone.

  • Ensures that accurate payment information is received from Customer prior to processing paperwork to purchasing to order parts (if applicable) and/or scheduling service with dispatch.

  • Provides accurate scope of work information to dispatch to schedule work – including providing any special requirements (requested date, start time, technician requirements, etc). Confirms scheduled date with Customer via email and/or phone. Creates a detailed service order for the technician to include scope of work, date(s) of job, confirmed arrival time(s), on site contact name and telephone number, any special notes and templates for units requiring CAD documents for testing.

  • Reviews service order from technician once job is completed to verify that all work was performed as originally quoted. Works with Customer to get revised payment information for change order (if additional work was performed while on site). Creates return quotations for return visits and repairs, if needed. Provides completed service order and original back office paperwork package to the billing department for invoicing after updating software systems(s) to reflect accurate status of quote.

Dispatching

  • Assigns technicians to jobs in the most efficient and profitable way as possible. Must ensure that technicians possess the correct level of training for the work, can access the job site and that man hours are calculated accurately in order to complete the scope of work as presented for scheduling. Maintains web based scheduler as work is assigned and keeps updated throughout the day.

  • Administers the transfer of prepared service orders from Customer service representatives to technicians. Ensures that all required back up paperwork needed for each job is included in the service order package (includes: templates, Customer spreadsheets, hazard determination forms, etc). Requests all necessary tools, equipment, vehicles, materials and supplies are staged for the technicians.

  • Acts as primary point of contact for field technicians, adjust person power as needed, and schedule changes.

  • Maintains site access requirements database for site access, clearance, badges and onsite training for field personnel.

  • Tracks weekend and overnight assignments for fair distribution of mandatory travelling and overtime. Assigns staff to meet emergency client demands.

  • Notifies company and answering service of weekly and weekend on-call Manager. Keeps on-call Manager informed of off hours jobs scheduled during their on-call assignment.

Job Requirements:

EDUCATION & EXPERIENCE Bachelor's Degree preferred. 3 -5 years’ practical experience considered in lieu of degree.

  • Previous experience in sales/account support preferred

  • Individual must possess business office organization skills.

  • Computer experience in use of spreadsheets, word processing, project management tools, database systems a must

SKILLS

  • Excellent interpersonal, written, verbal and analytical skills

  • Excellent organizational skills

  • Knowledge of Oracle and strong competency of Microsoft Office suite; good typing skills

  • Excellent time management skills with ability to take a proactive approach, multitask, establish priorities and deliver within deadlines

  • Attention to detail a must

  • Must have the ability to work in a team environment

  • Ability to interact with all levels of company personnel and clients

  • Listening skills essential to understand and empathize with Customer.

  • Ability to recognize Customer’s needs and qualify potential needs for vertical integration of all services provided.

  • Confidence with problem solving ability.

  • Ability to work independent of supervision.

  • Self-motivated to complete tasks accurately and efficiently.

  • Ability to detect trends and problems and recommend administrative solutions when practical.

  • Be empathetic on employee Human Resource issues. Use tact, professionalism and respect for individuals to discuss disagreements and solve in a mutually favorable manner.

STERIS plc is a $2B+, publicly traded (NYSE: STE) organization with more than 14,000 employees worldwide. We are dedicated to providing our Customers with innovative infection prevention, decontamination, and health science technologies, products and services.

Visit https://www.steris.com/about/careers/ to learn more.

STERIS plc is an Equal Opportunity Employer. We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law. We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.

We assure you that your opportunity for employment depends solely on your qualifications. Those applicants requiring reasonable accommodation(s) to complete this application and/or during the interview process should notify a representative of the Human Resources department at 440-392-7047.

Requisition ID: 15541