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Job Title:  Customer Operations Coordinator

Req ID:  21372
Job Category:  Sales
Country/Region:  US
State:  OH
City:  Mentor
Zip:  44060
Description: 

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

Position Summary

Are you a person who enjoys helping people by providing information and solutions?  Our team is responsible for order management for an assigned sales territory.  The Customer Operations Coordinator is responsible for being an extension of the Life Sciences Sales force and enhancing the Customer experience, (internal and external) of the end-to-end order cycle process. The Customer Operations Coordinator manages assigned sales territories and supports Key Accounts including, but not limited to: pharmaceutical, biotech, research or other Customer base outside of a clinical setting, throughout North America and Latin America using detailed coordination and communication, and serving as the primary liaison for sales order support, technical information, returns, logistics and schedule planning. Incumbent works directly with end users, distributors, sales, marketing, planning and logistics to optimize sales efficiencies and deliver world-class sales and customer support.  This position hours are 9am-6pm M-F.  This position will support Customers in Quebec, Canada. Ability to speak and write fluently in French is preferred.

Duties
  • Processes purchase orders/contracts using the Oracle order management system. These activities include: bid management, quoting, order entry, and Oracle order maintenance. Ensures compliance to Sarbanes Oxley, as well as, corporate rules and regulations. Resolves Contract/PO issues working directly with Customer and internal departments.
  • Ownership of the bid process, including but not limited to, the distribution of the bid, technical and commercial section review, pricing assistance/authorization, completion and distribution of bid per specific instructions. All bids are “time-sensitive”.
  • Handles specialized order management such as reserve, standing, made-to-order, pump-off and bulk shipment requests, in compliance with Pharmaceutical GMP regulations to prevent Customer shut downs. Customer Operations Coordinator must work with various internal departments to assure that specific validated products are manufactured, stored, shipped and delivered as requested. 
  • Maintains sound Customer relations through timely response to Customer inquiries via accurate communication. Manages all inquiries, either through queue, direct contact, or live chat, ensuring the highest quality Customer experience, handling inquiries on the “first pass” eliminating continuous Customer transfers.
  • Evaluates non-routine complaints from Customers, follows through to determine source of complaint, and takes appropriate action documenting within our Net Regulus system to ensure that problems are corrected and do not recur.
  • Maintains and manages backlogs per territory and unbooked order reports assuring ship dates are being met, process/credit holds are being released, backorders are being communicated to Customer, and FOB terms are being adhered to.
  • Works with Credit Department to solve credit hold issues and reconcile past due invoices to decrease Daily Sales Outstanding.
  • Serves as field sales backup during sales representative absence for assigned territory. 
  • Provides a high level of detailed management of RMAs (Return Material Authorization) assuring that returns are not only processed in a timely manner, but following through the entire process, from pick up to delivery into a STERIS site. Each Sales Coordinator is empowered to correct or satisfy Customer concerns.
  • Manages Local Pricing Agreements to ensure correct approvals are received and Customers are invoiced correctly minimizing unnecessary credits and pricing overrides.
  • Ensures compliance with USEPA and USDHS by verifying Customers have completed necessary training. Provide Customer training documentation in absence if a valid certification.
  • Trains peers, provides back-up to teammates as needed, gives presentations as necessary, and completes assigned MBOs as identified by department manager.  Undertakes and defines a program of self-development
Education Degree
  • High School Diploma or GED
Required Experience

 

 

  • Minimum three years business related experience
  • Previous experience in sales/account support preferred
  • Computer experience in use of spreadsheets, word processing, project management tools, database systems required

 

Preferred Experience

Fluency in French, written and spoken, is highly desired for this role

Bachelor's degree preferred

Skills

 

  • Knowledge of Oracle and strong competency of Microsoft Office suite
  • Excellent interpersonal, written, verbal and analytical skills
  • Ability to interact with all levels of company personnel and clients
  • Excellent organizational skills
  • Excellent time management skills with ability to take a proactive approach, multitask, establish priorities and deliver within deadlines
  • Must have the ability to work in a team environment
  • Attention to detail a must

 

STERIS is a $3B, publicly traded (NYSE: STE) organization with approximately 12,000 associates worldwide and operates in more than 100 countries.

If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.

STERIS is an Equal Opportunity Employer.  We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law.  We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.

The full affirmative action program, absent the data metrics required by § 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.


Nearest Major Market: Cleveland
Nearest Secondary Market: Akron

Job Segment: Operations Manager, Biotech, Medical, Field Sales, Operations, Healthcare, Science, Sales