Client Support Specialist I

Position Summary

Our Customers are so important to us, we always use a capital "C" to remind us of their value.  If you enjoy knowing what you do can make someone's day a little easier, join our Capital team and help our Customers experience the capital "C" in being a STERIS Customer.

In this role you will manage the order management life cycle for an assigned Service Districts and Key Accounts throughout the United States and Canada. As the primary liaison for sales order support, processing of purchase orders/contracts and returns, and arrangement of logistics, you will respond to requests for parts and parts information from staff and external Customers. As a Client Support Specialist you will work directly with Customers, distributors, sales, field service team, marketing, manufacturing, planning and logistics to optimize sales efficiencies and deliver world-class sales and Customer support for Capital business.

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

What You'll do as a Client Support Specialist

• Process purchase orders using the Oracle order management system including quoting, Oracle order maintenance, pre-post order manufacturing and logistics coordination. Manage specialized orders, resolve issues working directly with Customer and internal departments.  
• Ensure the highest quality Customer experience by responding to (or initiating) phone calls, either through queue, direct contact or live chat, and handling inquiries on the “first pass” eliminating continuous Customer transfers. Our goal is a quality solution not quantity of calls.
• Work with various internal departments to assure that specific parts are manufactured, shipped and delivered as required by Customer’s lead time requests. Manage phases of the RMA (Return Material Authorization) process from pick up to delivery into a STERIS site. 
• Maintain and manage backlogs, assuring ship dates are being met, process/credit holds are released, backorders are communicated to Customer, and FOB terms are adhered to. Work with the Credit Department to solve credit hold issues and helps reconcile past due invoices to decrease daily sales outstanding.  
• Train peers, provide backup to teammates, give presentations as necessary, and complete assigned MBOs as identified by department manager.

The Experience, Skills and Abilities Needed

Required:

• High School Diploma/GED
• Minimum of eight years' relevant experience.
• Prior Customer service experience working in sales/account support role using phone, Microsoft Office and computer entry.
• Strong computer skills (Word, Excel, PowerPoint, Sharepoint) required. 

Preferred:

• Bachelor’s Degree and two years’ relevant experience preferred.
• Bilingual (French/English) preferred.

Other:

• Excellent interpersonal, written, verbal and analytical skills, and ability to interact as a team member and with all levels of business partners and Customers. 
• Excellent time management, organizational skills, and detail orientation required. 
• Must be able to multitask, prioritize, work on schedule, and within deadlines. 

What STERIS Offer