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.

Position Summary

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

 

This is a hybrid role with the requirement of working onsite at our Mentor, OH Corporate HQ, 2 days per week.

What You'll do as a Supervisor, Customer Operations

• Review and determine appropriate course of action for standard Siebel processes including activating agreements, correcting activities, and assisting with general inquiries and issues. Additionally, support the order management process for services and special projects.
• Provide on-going communication with Field Sales related to policies and procedures, schedules and staffing, service backlog, and order management. 
• Continuously monitor daily operations and workflow. Implement improvements as needed to ensure Customer satisfaction, productivity, and effectiveness. 
• Support recruitment and employee development processes by identifying and facilitating training opportunities, providing ongoing coaching and feedback, establishing development opportunities, and ensuring performance reviews are conducted in accordance with established timeline. 
• Provide monthly one-on-one meetings with team members to review performance, workload, audits, and any outstanding issues.
• Participate in departmental initiatives for new projects, implementation of processes and/or problem resolution. 
• Perform monthly reports and evaluations on departmental statistics, and monitors staffing and performance levels based on the data.

The Experience, Skills and Abilities Needed

Required:

• High school diploma or GED
• Minimum 13 years' related customer service experience
• Proficient with Microsoft Office Suite

 

Preferred:

• Bachelor’s Degree with 5 years related customer service experience strongly preferred
• Knowledge of product & service capabilities sold by STERIS Corporation preferred
• Previous experience with Siebel, Sales Connection, and Oracle preferred

 

Other:

• Previous success with taking on new initiatives 
• Demonstrates ability to coach and lead a strong team 
• 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 STERIS Offers

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being, and financial future.

 

Here is just a brief overview of what we offer:

 

• 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

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Pay range for this opportunity is $58,012.50 - $71,662.50. 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.

 

STERIS offers a comprehensive and competitive benefits portfolio.  Click here for a complete list of benefits: STERIS Benefits

 

Open until position is filled.

 

STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE H