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Job Title:  Administration & Customer Service Supervisor

Req ID:  23838
Job Category:  Processing Operations

Tullamore, OY, IE, R35 X865

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

The Admin and Customer Service Supervisor serves to enhance Customer service and Customer satisfaction levels at the Laboratory through ensuring the needs of the customer are consistently met and communicated in a proactive, timely and efficient manner.

The Admin and Customer Service Supervisor also provides leadership and direct line management to the site administrative team; in turn overseeing purchasing, booking in, the send out of test reports and Laboratory document control.

Duties

Delivery – Customer Service

•To act as the main point of customer liaison for the Laboratory, overseeing the timely and efficient handling of all daily queries and complaints; filtering and forwarding communications to the correct individuals and departments as necessary.

•To manage the Tullamore Laboratory Customer Service email address with the support of the administrative team ensuring all queries are appropriately actioned and responded to in a timely and efficient manner.

•To proactively contact customers to provide important updates on order status.

•To proactively contact Customers with the aim of determining true levels of customer satisfaction, obtaining feedback on how STERIS Laboratories Tullamore can further improve our service offering.

•Work closely with the Laboratory Scheduler to ensure Customer capacity demands are accurately forecasted to ensure requirements can be met, renegotiating timescales or schedules as necessary.

•Represent the Laboratory on quarterly business reviews with the commercial team; providing articulate and professional updates to Customers on the overall performance of the Laboratory.

•Participate in hosting visitors and meetings, including assisting with preparation for external visitors, site tours and audits.

•Undertake visits to Customer premises as required.

•Continuously search for ways to improve customer service by studying and evaluating processes and prior performance.

Duties

Delivery – Administration

•Effectively manage the administrative function of the Laboratory including the booking of samples, the send out of test reports and close out of orders, and Laboratory document control.

•Motivate the Laboratory administrative staff, influencing direct reports to achieve the goals of the business.

•Oversee all purchasing requirements for the site.

•Oversee the timely close out and invoicing of all Laboratory orders to ensure On Time Delivery (OTD%) targets are achieved.

•Oversee the effective filing and archiving of all Laboratory documentation.

•Ensure the administrative office is stocked with necessary supplies and all equipment is working and properly maintained

•To provide back up to the document control, and booking in function where required e.g. volume peaks, annual leave, sickness.

•To champion 5S standards in the Admin & Customer Service work areas.

Duties - cont'd

People

•Compose and manage long term development plans for all direct reports.

•Actively coach, mentor and develop direct reports, overseeing all training.

•Complete annual and quarterly appraisals with all direct reports.

•Ensuring all direct reports are fully trained as required by their individual job specifications and that all training records are maintained and kept up to date.

•Complete return to work and absence review meetings as required.

•Play an active role in the OTOG initiative; actively demonstrating the philosophy and participating in associated scheduled events.

•To help create and maintain a proactive culture where team members are empowered to deliver the company values of ACHIEVEMENT, INNOVATION, INTEGRITY and ACCOUNTABILITY.

 

Other

•Undertake any other duties as directed by Laboratory Manager.

•Undergo internal and external training as required.

•To deal with all organisational, customer and internal parties information with strict confidentiality and in a professional manner.

Education Degree

Vocational/Technical

Required Experience

  1. 5 years experience in an administrative or customer service position, preferably a position of supervisory responsibility, but strong leadership capability and a desire to succeed could also be accepted.
  2. Experience of working in a laboratory in the service sector or other fast paced manufacturing environment preferable but not essential.

Specific skills and/or business competencies

  1. Communication – Communicates in a clear and consistent way; fostering open communication, speaks truthfully, listens to others and values all opinions
  2. Service Delivery – Actively tries to anticipate the needs of the external and internal customer so that these needs are met and exceeded.
  3. Teamwork – Promotes team effectiveness and works well with others to create an environment of cooperation and trust.
  4. Problem Solving – Identifies problems and their solutions; analysing data and using initiative to select the best option from available resources.
  5. Influencing and Motivating – Effectively gains commitment from others to key decisions and builds rapport with contacts inside and outside the business.
  6. Commitment – aggressively pursues business goals, has a bias for actions, sets high standards for achievement.
  7. Excellent IT skills and knowledge of MS Word, MS Excel and Powerpoint.

 

STERIS plc is a $3B, publicly traded (NYSE: STE) organization with more than 12,000 employees worldwide.

STERIS strives to be an Equal Opportunity Employer.  

Req ID:  23838
Job Category:  Processing Operations

Tullamore, OY, IE, R35 X865


Job Segment: Manager, Laboratory, Document Control, Customer Service, Management, Science, Administrative