Customer Support Executive

Role Summary

Join our Customer Support team n Didcot as a Customer Support Executive at Harwell Dosimeters

STERIS is a place where you can have an impact in helping create a healthier and safer world.
When you join STERIS, you can count on growing and thriving each day. It's what we do and how we do it that sets us apart.
And our story is still being written.

Join us. Help us write our next chapter

The Customer Support Administrator position is an integral member of the department, supporting both the production and management teams. You will play a crucial role in deliving products to our Customers. Taking ownership of the customer’s problem, you’re the single point of contact for all enquiries, and manage Customers expectations with actions taken, the expected resolution time, and updates on the progress made.You should be a great communicator with a positive ‘can-do’ attitude, Supplementing this, should be strong written and verbal skills and a keen eye for detail.

Duties

In this position the Customer Support Executive:

• Creates Customer quotations for each order 

•    Communicate with customers about their orders, including any delays or changes in delivery

•    Check product availability for customer orders 

•    Owns the creation & sign off of the annual price list 

•    Puts all sales orders into the ERP system prior to dispatch of goods. 

•    Answers correspondence with customers in a timely and accurate way, via phone, email or Customer meetings inc. technical queries Customers may have 

•    Creates monthly sales reports

•    Creates monthly invoice reports for the finance team 

•    Creates Customer forecast plans, showing annual demand by Customer and product 

•    Lead in the resolution of customer complaints brought to your attention, including writing investigation reports.

•    Updates the CRM system  with information about technical issues and useful discussions with customers

•    The owner of updating content on the company website 

•    Owner of the OTOG  visual screens on site, updating these monthly with relevant site information 

•    Works with the accounts team to chase aged debt, following up with Customers who have not paid to terms 

•    Facilitate and develop departmental procedures which in turn enhance the production and efficiency of the department

•    Completes ad-hoc requests from the management team.
 

Duties Continued

Day-to-day: Goods Despatch 

•    Is an active back up for the Production Administrator, and regularly supports with despatch of sales orders. 

•    Supports with the dispatch of Customer goods from the site, including dealing with export licenses to ensure correct despatch paperwork and licences are available for shipments

•    Creates sales orders in the ERP system ahead of Customer order dispatch & issues them to the Customer 

•    Creates credit notes when required 

•    Ordering and raising purchase orders with suppliers for raw materials and services 

People 

•    To help create and maintain a proactive culture where team members are empowered to deliver the company values of ACHIEVEMENT, INNOVATION, INTEGRITY and ACCOUNTABILITY.

•    Participate and drive OTOG iniatives 

Safety 
•    Supports with the weekly site fire alarm testing and organization of planned fire drills 

•    Conduct safety audits (inc. STOP Observations)  

•    Ensures the production complies with health and safety regulations, and instill a culture of health and safety focus, to encourage staff to observe safety behavours. 

•    Report, trend, action and investigate safety unsafe acts, near misses,incicents and accidents

•    Drive safety standards throughout site and operational work areas

•    To be an active member in all product and plant based risk assessments.

Quality  

•    To work to and maintain operations within all the relevant WI’s/LOI’s. 

•    To assist during internal and external audits as required. 

•    To maintain a clean working environment, helping with regular routine maintenance as requested by any member of the site management team.
 

Experience and Skils

Must have at least 5 years experience or equivalent combination of education/work experience required from a manufacturing environment.Able to multitask seamlessly between tasks like handling high priority complaints, documenting investigation reports, and responding to Customer queries in a way such that their time and energy is divided optimally.
Ability to effectively read, write and verbally communicate in English.
Ability to keep confidential records and financial information private and secure.
Effective use of MS Excel, MS Word, MS PowerPoint.
Capable to complete statistical and data analysis using statistical tools such as MS Excel for KPI reporting and trending.
Ability to work independently under general guidelines and supervision
Strong influencing and  interpersonal and communication skills to build effective working relationships across all key functions.
Pleasant and empathetic with great listening skills to understand what the customer really wants and should also have patience to handle conversations effectively irrespective of the customer’s skill level.
Effective analytical and problem-solving skills.
Provide daily communication with production staff regarding performance, areas for improvement, company news/updates, etc
Candidates should have a proven track record of working in a fast-paced environment and be capable of handling multiple development aspects of assigned projects.
Ability to adapt to changing duties and responsibilities.
Ability to influence people in their opinions, attitude or judgements; to generalize, evaluate and make decisions in stressful situations.