FULLY REMOTE - Customer Care Representative I (Bilingual/French)

Please Note: HuFriedyGroup was divested from STERIS on May 31, 2024. We are currently in a transition period, working to re-establish our own HuFriedyGroup Careers site and job posting pages. Until the new site and pages are ready, career opportunities that are specific to jobs at HuFriedyGroup will continue to be published on the STERIS site. Our Talent Acquisition team will be working diligently to ensure a positive and seamless experience for our candidates.

HuFriedyGroup is a leading manufacturer of dental instruments and infection prevention products. Our 10,000-plus products, hand-crafted by highly skilled artisans, are known for their precision, performance, longevity, reliability, and quality. To help dental professionals be The Best in Practice, HuFriedyGroup provides a unique combination of world class products, value-added services, clinical education, and dental community platforms that result in superior clinician performance and enhanced safety for dental professionals and their patients. Working at HuFriedyGroup is so much more than a job, as every employee has a part in driving and supporting the organization’s inspirational vision to be a global force in advancing dental performance through Best-In-Practice dentistry that improves lives around the world.

The Role

The French Bilingual Customer Care Representative I’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 HuFriedyGroup (HFG). Individual is responsible for managing calls from multiple queues ensuring department objectives are met and supporting the Dental product line and services.

This is a FULLY REMOTE position.

The initial training hours are 8:30-5:00pm CST (includes a 30-minute lunch).

Training is estimated 10-12 weeks.

Once training is completed, the graduate is assigned an 8.5-hour shift between the hours of 7am-530pm CST.

What You Will Do

• Professionally handle incoming requests from Customers and internal partners and ensure that all tasks are performed and issues are resolved both promptly and thoroughly.
• Accurately and efficiently record Customer purchase order data into SAP and Salesforce; orders are received via phone, fax, email, EDI and Internet.
• Process repair services through Salesforce according to Customer requests.
• Send information to Technicians; escalate as needed.
• Monitor Salesforce until repairs are accepted by the Technician.
• Manage Customer response level as indicated to meet Customer expectations.
• Investigate product backorders, freight shipments, and invoice inquiries providing Customer with up-to-date information.
• Educate Customer on product inquiries and further reinforce the information with product literature utilizing HFG Intranet and website, Product Managers, or internal reference materials.
• Research availability on service parts.
• Quote service parts per Customer request.
• Makes and receives calls with the intent of selling products or services.

What You Will Do - cont'd

• Must be knowledgeable on where to send what repairs and returns including responding to inquiries about HFG products and services…
• Provides order, repair and return estimates and re-estimates to representatives and Customers. Responds to inquiries regarding timely turnaround times and responds to various other Customer inquiries.
• Researches and resolves complaints.
• Research Customer inquiries on product functionality; may require interaction with HFG Clinical or Product Manager to ensure Customer needs and expectations are met.
• Confirm order sell price is in compliance with HFG price
• 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, procedures and Corporate initiatives.
• Other duties as assigned

What You Need to Be Successful

• The ability to speak, read, and write in French fluently
• High school diploma or GED
• 1-2 years business experience (direct contact with Customers and Sales)
  

Pay range for this opportunity is 15.99 - 22.33. This position is eligible for bonus participation.

Minimum pay rates offered will comply with county/city minimums, if higher than range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.

Employees (and their families) may enroll in our company-sponsored medical, dental, vision, flexible spending, health savings account, voluntary benefits, supplemental life/AD&D plans and the company’s 401k plan. Employees are covered by an employee assistance program (also available to household members) and long-term disability. Full-Time Employees are also eligible for short-term disability. Full-time Employees will also receive Paid Time Off (PTO) based on years of service and paid Holidays. Part-time employees working 20 or more hours receive a pro-ration of the full-time PTO allocation and paid Holidays based on their standard hourly work week. Full-Time employees are eligible for four weeks of paid parental leave. Part-time employees also receive paid parental leave, pro-rated based on their standard hourly work week.

Hu-Friedy Group 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.