Customer Service Coordinator

Position Summary

The purpose of this role is to be responsible for oversight and management of day to day Customer Service activities of the Microbiology Laboratory. Including management of the Administration and scheduling team.

Laboratory personnel are free from any undue internal, external, commercial, financial and other pressures and influences, which may affect the quality of their work.

Duties

1. Responsibility for providing and maintaining service excellence to customers. Providing professionalism and courtesy at a high level.

2. To ensure all work in the laboratory is carried out in compliance with the Health and Safety policies, ISO13485 (Current Revision), ISO17025 (Current Revision), EUGMP (Current Revision), accreditation requirements, internal procedures and in conjunction with the Management team
3. Has specific and general responsibilities and authority in respect of the Quality System and it maintenance

4. Accountability for all activities performed within the service team including management, efficiency and quality

5. Critical review of all documentation.

6. Responsible for raising credit notes when required.

7. Responsible for the oversight, investigation and countermeasures associated with meeting Customer Due Dates.

8. Update and maintain a general office filing system

Duties - cont'd

9. To provide cover for the Administrators/Scheduler ensuring total cover is always available.

10. Ensure STERIS service department operates in a professional and competent manner.

11. Maintain absolute confidentiality with respect to all laboratory activities including customers.

12. To attend such courses, and undergo such training, as is considered relevant.

13. To be familiar with the micro work carried out in the Laboratory.

14. To undertake any other such duties as may become necessary, and as may reasonably be expected, in the provision of the quality assured service.

Required Experience

Ability to demonstrate mathematical and technical
Proficient in use of MS Excel, MS Word, MS PowerPoint.
Able to complete statistical and data analysis using statistical tools such as MS Excel.
Ability to effectively read, write and verbally communicate in English – any additional European langage would be desirable