[Hiring] French Bilingual Customer Care Representative @STERIS Corporation

Role Description

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.

What You'll Do as a French Bilingual Customer Care Representative

• 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, and Corporate initiatives.
• Other duties as assigned.

Qualifications

• High school diploma and 1+ years of business experience.
• The ability to speak, write, and read French fluently.

Requirements

• Bachelor’s degree preferred.
• 1+ years business experience with direct contact with Customers and Sales preferred.
• Candidates in the Eastern standard time zone are 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.

Benefits

• Market Competitive Pay.
• Extensive Paid Time Off and (9) added Holidays.
• Excellent Healthcare, Dental, and Vision benefits.
• Long/Short Term Disability Coverage.
• 401(k) with a company match.
• Maternity & Parental Leave.
• Additional add-on benefits/discounts for programs such as Pet Insurance.
• Tuition Reimbursement and continued education programs.
• Excellent opportunities for advancement in a stable long-term career.