Customer Operations Co-ordinator

Position Summary

STERIS is a place where you can have an impact in heling create a healthier and safer world.

When you join STERIS, you can count on growing and thriving each day.  t's what we do and how we do it that sets us apart.

An our story is still being written.  Join us in our Customer Operations team as a Customer Operations Co-ordinator. Help us write our next chapter.

This role will have responsibility for delivering a broad range of tasks with the aim of delivering excellence in customer experience.  As a member of the Customer Operations team, this position reports to the Customer Operations Team Leader

Duties

1.    Order Processing and Order Management
Ensure all customer and engineer orders are processed & delivered to customer requirements and timelines, including but not exclusive to Consumable orders, Parts, Capital and Albert Browne orders meeting departmental deadlines.
2.    General Pricing Enquiries and Quotations
Provide pricing information to internal and external customers using the systems available.  Utilising the sales connection tool and other tools as required to prepare basic quotations.
3.    Customer Call Processing / Triage
Deal with all telephone calls, providing support for Healthcare and Albert Browne internal and external customers regarding orders, product and pricing enquiries and call triaging to the appropriate people.
4.     Customer Returns 
To process any customer returns on the systems following the correct procedures.
5.    Sales Support
Provide primary product information in response to customer requests.  This will include the provision of marketing materials and verbal product information across our range of products and services. Passing on any leads to the relevant sales person.
6.    Service Support
Provide support to other team members, dealing with Engineers inquiries, dealing with Siebel issues (training provided) 
7.    Complaints Handling
Initiate the complaints received process from both internal and external customers, escalating to senior members of the team as appropriate.  Ensure adequate information regarding complaints is communicated to relevant stakeholders.
8.    Tenders Support and Administration
Triage the tenders alerts to the sales team; maintain the common file of tenders documents; assemble the public tender in due time and prior to the submission time (this task will imply collecting the documents required, gather the quotation from the sales representative, gain the necessary signatures and submit the tender in any of the means required by the specifications); maintain internal electronic copy of all quotes and tenders. Ensuring all Tenders are completed and submitted within the specified deadline. 
9.    Inventory Management
Liaise with the Supply Chain function providing information on unusual ordering patterns and potential stock shortages to ensure we fulfil customers’ delivery expectations.  
10.    Administration Support 
Collation, Binding and despatching of validation reports, maintaining tracking spreadsheets, collation and despatch of monthly reports for shared services and any other required reports.
 
11.    Internal Policy and Procedures
To be aware of the organisation’s Quality Assurance systems, internal Policy and procedures and take responsibility for all their obligations.
12.    Team Training
To undertake training in new skills to increase knowledge of tasks throughout the department, in order to be able to support other team members and improve continuity of workloads in times of flux and absence by being a multi skilled team.
13.    Other
The responsibilities of this role may include the delivery of additional services as required by the business.   Any other duties which can be reasonably expected of the post holder given their knowledge, skills and experience. 

Required Experience

Educated to a minimum of GCSE level standard or equivalent and/or be able to demonstrate working at this level.
Experience in a customer service/service support environment is required.
Highly computer literate across Microsoft Office applications.  
The applicant should be effective in written and verbal communication, fluent in English is essential.
Self-motivated team worker, flexible attitude, able to organise tasks and work to deadlines. 
Knowledge of the local Healthcare and pharmaceutical GMP environments would be beneficial.
Working knowledge of Oracle would be an advantage.

Preferred Experience

Skills