Job Title:  Supervisor, Customer Operations

The Role

Come join our team as a Customer Operations Supervisor! In this role, you will assist with planning, directing, and coordinating activities of Service Support Administrators engaged in providing front-line support to the Field Sales Organization and global Customer Operations departments.  You will work with the Customer Operations Director as well as other departments to ensure all SSA’s have proper resources, training, and support to maximize Customer satisfaction and operational efficiency. 

This is a hybrid position, located in Mentor OH - it is expected that you're on location at least 2x/week. 

What You Will Do

• Reviews and determines appropriate course of action for standard Siebel processes including activating agreements, correcting activities, and assisting with general inquiries and issues.  Additionally supports the order management process for services and special projects.
• Provides on-going communication with Field Sales relative to policies and procedures, schedules and staffing, service backlog, and order management. 
• Continuously monitors daily operations and workflow.  Implements improvements as needed to ensure Customer satisfaction, productivity, and effectiveness. 
• Supports recruitment and employee development processes by identifying and facilitating training opportunities, providing ongoing coaching and feedback, establish development opportunities, and ensuring performance reviews are conducted in accordance with established timeline. 
• Provide monthly one-on-one meetings with SSA to review performance, workload, audits, and any outstanding issues.
• Participates in departmental initiatives for new projects, implementation of processes and/or problem resolution. 
• Performs monthly reports and evaluations on departmental statistics and monitors staffing and performance levels based on the data.  

Education Degree

What You Need to Be Successful

• Bachelor’s Degree highly preferred with 5 years related customer service experience
• In lieu of a Bachelor's degree, an Associate's degree with 11 years of experience in a similar role will be considered. 
• Previous success with taking on new initiatives 
• Demonstrates ability to coach and lead a strong team 
• Proficient with Microsoft Office, Siebel, Sales Connection, and Oracle 
• Ability to communicate effectively both orally and in writing 
• Strong leadership and development skills 
• Demonstrates initiative and adaptability 
• Develops innovative solutions to resolve issues or areas for improvement
• Ability to deal with challenging situations and Customers 
• Skilled in providing constructive feedback 

What Will Help You

• Knowledge of product & service capabilities sold by STERIS Corporation preferred

What We Offer

The opportunity to join a company that will invest in you for the long-term. STERIS couldn’t be where it is today without our incredible people. That’s why we share in our success together by rewarding you for your hard work. Hiring people who are in it for the long run with STERIS is our ultimate goal.