Supervisor, Customer Operations

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. You will work with the Customer Operations Manager 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 role with the requirement of working onsite at our Mentor, OH Corporate HQ, 2 days per week.

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

Required:

• High school diploma or GED
• Minimum 13 years' related customer service experience
• Proficient with Microsoft Office Suite

Preferred:

• Bachelor’s Degree with 5 years related customer service experience strongly preferred
• Knowledge of product & service capabilities sold by STERIS Corporation preferred
• Previous experience with Siebel, Sales Connection, and Oracle preferred

Other:

• Previous success with taking on new initiatives 
• Demonstrates ability to coach and lead a strong team 
• 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 

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being, and financial future.

Here is just a brief overview of what we offer:

• Market Competitive Pay
• Extensive Paid Time Off and (9) added Holidays
• Excellent Healthcare, Dental, and Vision benefits
• Long/Short Term Disability Coverage
• 401(k) with a company match
• Maternity & Parental Leave
• Additional add-on benefits/discounts for programs such as Pet Insurance
• Tuition Reimbursement and continued education programs
• Excellent opportunities for advancement in a stable long-term career

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