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Job Title:  Customer Operations Coordinator

Req ID:  15494
Job Category:  Customer Operations/Customer Support
Country:  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 and assigned sales territory. The Customer Operations Coordinator is also responsible for assigned key accounts, including but not limited to: pharmaceutical, biotech, research or other Customer base outside of a clinical setting, throughout the United States and uses detailed coordination and communication to serve as the primary liaison for sales order support, technical information, returns, logistics and planning.  You'll work directly with Customers, distributors, sales, marketing, manufacturing, planning and logistics to optimize sales efficiencies and deliver world-class sales and Customer support.

Duties

  • Prioritize and organize incoming requests to expedite flow of work.  Follow up on an ongoing basis.  Is empowered to recommend solutions with the appropriate approvals, to correct or satisfy a Customer’s concerns
  • Processes purchase orders/contracts using the Oracle order management system.
  • These activities include: bid management, order entry, Oracle order maintenance, submittal coordination, pre-post order manufacturing and logistics coordination, change order processing, and contract review to minimize or eliminate risk to Corporation.  Resolves contract/PO issues working directly with Customer and internal departments.
  • Owns the bid process, including but not limited to the distribution of the bid, technical and commercial section review, completion and delivery of bid per specific instructions.
  • Maintains sound Customer communications through timely and accurate responses to Customer inquiries.
  • Evaluates non-routine complaints from Customers, follows through to determine source of complaint, and takes appropriate action to ensure that problems are corrected and do not recur.
  • Maintains and manages backlogs per territory, ensure ship dates are being met, process/credit holds are being released, backorders are being communicated to Customer, and FOB terms are being adhered to.
  • Manages all direct phone calls, ensuring the highest quality Customer experience, and handles inquiries on the “first pass” eliminating continuous Customer transfers.  Serve as backup to consumable phone queue.
  • 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.
  • Works with the Credit Department to solve credit hold issues and helps reconcile past due invoices to decrease daily sales outstanding.
  • Trains peers, provides backup to teammates, gives presentations as necessary, and completes assigned MBOs as identified by department manager. Complies with the spirit and letter of laws, government regulations and company policies (i.e. SOX). His/her attitude and behavior reinforce company policies and programs by exhibiting and expecting the highest standards of performance and professional conduct. Undertakes and defines a program of self-development.
  • Handles other duties and responsibilities as are periodically assigned or requested.

Education Degree

    Required Experience

    Education and Work Experience requirements:

    • Bachelor degree preferred but will accept minimum three to five years relevant experience in lieu of degree.
    • Minimum one year experience providing sales/account support to external customers

    Required Skills:

    • Strong computer skills (Word, Excel, Outlook, PowerPoint, Sharepoint) required.  
    • Excellent interpersonal, written, verbal and analytical skills
    • Ability to interact with all levels of Company personnel and Customers
    • Excellent time management and organization skills required.
    • Must be detail oriented.
    • High level of professionalism required.
    • Must be proactive with excellent judgment.
    • Must be able to multitask, prioritize, work on schedule, and within deadlines.

     

     

     

     

     

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    STERIS is a $2B+, 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, Outside Sales, Operations, Healthcare, Science, Sales