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

• Retrieve and/or complete quotes for Customers to facilitate the order process
• Process purchase orders using the order management system (Oracle). These activities include order entry and resolving PO issues working directly with Customer and internal departments. Ensure compliance to all pertinent corporate rules and external regulations which can include validating required certifications.
• Ensure high quality Customer experience through accurate communication and timely response via all communication platforms.
• Collaborate with Supply Chain and/or Logistics to assure needed products/parts are manufactured, shipped, and delivered per Customer’s needs.  When shipping or availability delays occur, communicate effectively with Customer, Sales and/or Service key updates and information.
• Provide a high level of detailed management of RMAs (Return Material Authorization) assuring that returns are not only processed in a timely manner, but followed through the entire process, from pick up to delivery into a STERIS site and closure in Oracle. Each Client Support Specialist is empowered to correct or satisfy Customer concerns.
• Maintain and manage backlogs, assuring ship dates are being met, order holds are released, and backorders are communicated to Customer.
• Research and document Customer complaints into quality system ensuring that all relevant facts and data are captured; escalate issue based on severity of complaint.
• Interface with freight carriers and Corporate Traffic for shipment routing, tracking and proof of deliveries.

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), not required but desirable.

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.