Supervisor, Customer Operations

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.

The Role

Come join our team as a Customer Operations Supervisor! In this role, you will assist with planning, directing, and coordinating activities of Client Support Specialists engaged in providing front-line support to the Field Sales Organization and Customers.  You will collaborate with the Customer Operations management team as well as other departments to ensure all Client Support Specialists have proper resources, training, and support to maximize Customer satisfaction and operational efficiency. 

This is a hybrid position, located in Mentor OH - it is expected that you're on location at least 2x/week or as required. 

What You Will Do

• Reviews and determines appropriate course of action for the entire Life Sciences order management process for capital equipment, service parts and/or consumables.
• Provides on-going communication with Field Sales relative to policies and procedures, schedules and staffing, backlog, and order management.
• Continuously monitors daily operations and workflow and implements improvements as needed to ensure Customer satisfaction, productivity, and effectiveness.
• Supports recruitment and employee development processes by conducting candidate assessment, identifying, and facilitating training opportunities, providing ongoing coaching, feedback, and development opportunities, and ensuring performance reviews are conducted in accordance with established timeline.
• Participates in departmental initiatives for new projects, implementation of processes and/or problem resolution.
• Provides monthly evaluations based on observations and audits.
• Performs monthly reports on departmental statistics and monitors staffing and performance levels based on the data.
• Provides Global Performance System (GPS) check ins and year end Performance Reviews for all direct reports. Reviews will be completed utilizing observations, audits, monthly one on ones, and GPS objective ratings.

What You Need To Be Successful

• Bachelor’s Degree highly preferred with 5 years related customer service experience
• In lieu of a bachelor’s degree, an associate's degree with  9 years of experience in a similar role will be considered. 
• Previous success with taking on new initiatives 
• Demonstrates ability to coach and lead a strong team 
• Proficient with Microsoft Office, Siebel, Sales Connection, and Oracle 
• Ability to communicate effectively both orally and in writing 
• Strong leadership and development skills 
• Demonstrates initiative and adaptability 
• Develops innovative solutions to resolve issues or areas for improvement
• Ability to deal with challenging situations and Customers 
• Skilled in providing constructive feedback 

What Will Help You

• Knowledge of product & service capabilities sold by STERIS Corporation preferred

 Pay range for this opportunity is $51,120.00 - $67,095.00. This position is eligible for [BONUS PARTICIPATION] OR a [INSERT COMMISSION RATE RANGE, IF APPLICABLE] commission.

 

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.

 

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.