Job Title:  Manager, Customer Operations

The Role

The Manager of Customer Operations is responsible for Customer support of the instrument repair business. The Manager’s assigned team handles repair orders and inquiries in support of the instrument repair business. Responsibilities include management of phone, email and fax orders and inquiries while partnering with Account Managers, Operations, Regional Sales Managers and Area Vice Presidents to ensure Customer satisfaction.

The Manager will lead improvements through lean principles, create consistent, repeatable business procedures and processes and implement project management protocol with measurable results to drive high Customer satisfaction and profitability. The Manager will deploy, reinforce, and maintain a culture of lean to promote continuous improvement sustaining operational excellence.

What You Will Do

Continuous Improvement

• Drives compliance by supporting the creation and maintenance of standard work
• Ensures sustainability of standard work processes and procedures
• Work with CI Team to implement minimum standard of lean requirements as applicable
• Works with Training Department to identify developmental training opportunities for associates and ensure training materials are aligned to changes in standard work
• Collaborate with other cross functional departments to develop and improve processes and procedures to ensure excellent service levels are achieved and maintained

What You Will Do - cont'd

Operations Management

• Ensures adequate business coverage including creating and maintaining staffing work schedules to support department activities and responsibilities
• Oversees tasks, including but not limited to, order processing and inquiries; assigns business tasks to responsible supporting functions
• Generates reporting to ensure department metrics are achieved
• Responsible for financial decisions in line with Regional Director authority for expedite shipping costs and approving discounts on repair orders
• Collaborates with Sales and Service Management Teams to ensure Customer expectations are achieved

What You Will Do - cont'd

People Management

• Manages Sales Coordinators and Customer Care Team to ensure repair orders and Customer inquiries are processed efficiently and timely
• Monitors associates’ performance and provides on-going feedback
• Meets with direct reports in one on ones on a regular basis
• Responsible for interviewing, hiring, coaching and developing staff
• Ensures team is following department policies and procedures
• Partners with Managers and employees to maintain and improve employee engagement

What You Need To Be Successful

• Bachelor degree in business discipline or related field
• 5+ years Customer Service management experience required
• Demonstrated track record as a strong manager
• Strong influencing and negotiation skills
• Excellent interpersonal and relationship management skills
• Self-starter

What Will Help You

•              3 to 5 years with STERIS preferred

What STERIS Offers

The opportunity to join a company that will invest in you for the long-term. STERIS couldn’t be where it is today without our incredible people. That’s why we share in our success together by rewarding you for your hard work. Hiring people who are in it for the long run with STERIS is our ultimate goal. We do this by providing competitive salaries, healthcare benefits, tuition assistance, paid time off, holidays, matching 401(k), annual merit, and incentive plans.  Join us and help write our next chapter. 

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