Customer Support Executive

HOW YOU CAN MAKE A DIFFERENCE

About you:

Do you want to spend your working time making a positive difference to the world around you? Are you passionate about supporting the medical and pharmaceutical industries, and many more? Do you care about keeping patients and people safe? If so, then a career with Steris AST as a Team Leader could be a great fit for you.  

About Us:

At Steris AST we are the trusted experts in technology-neutral sterilization services including radiation and gas modalities.

We offer electron beam, gamma, X-ray, ethylene oxide and vaporized hydrogen peroxide technologies for the purpose of product sterilization. Whether that product be a single use medical device, consumables in a hospital environment, cosmetics and toiletries, or industrial products, we make sure everything that makes its way to an end user is safe for use or consumption.  

WORKING PATTERN

• Mon - Fri, 39.5 hours per week (split over a 9-day fortnight)
• Flexible working hours structure: 7am start - 4pm finish (includes 45 mins of break time)
• 9 months' fixed term contract

WHAT YOU WILL DO

• Create Customer quotations, sales orders, invoices and shipping paperwork for orders
• Main point of contact for Customers, ensuring correspondence with customers in a timely and accurate way, via phone, email or Customer meetings inc. technical queries Customers may have.
• Site lead for managing all perspex and alanine irraditions with third party providers (calibrations, radiation response, pre-packing assessment etc with NPL/ DTU & Bradford). In addition, coordinates with Customers for all STERIS Customer managed calibrations.  
• Communicate with customers about their orders, including any delays or changes in delivery
• Check product availability for customer orders & allocate stock to Customers
• Puts all sales orders into the record of shipment & sales reports prior to dispatch of goods to create and later issue the monthly sales report.
• Creates Customer forecast plans, showing annual & quarterly demand by Customer and product
• Works with the accounts team to chase aged debt, following up with Customers who have not paid to terms
• Facilitate and develop departmental procedures which in turn enhance the production and efficiency of the department
• Completes ad-hoc requests from the management team.
• Is the back up point of contact in the reception area for visitors, inc. answering the phone and supervising visitors/ Contractors
• Lead for the despatch of Customer orders from site including dealing with export licenses to ensure correct despatch paperwork and licences are available for shipments.
• Ordering and raising purchase orders with suppliers for raw materials and services for the dispatch of goods

People 

• To help create and maintain a proactive culture where team members are empowered to deliver the company values of ACHIEVEMENT, INNOVATION, INTEGRITY and ACCOUNTABILITY.
• Participate and drive OTOG, 5S audits, ideas, gembas and other CI iniatives

Safety

• Supports with the weekly site fire alarm testing and organization of planned fire drills
• Conduct safety audits (inc. STOP Observations)  
• Ensures the production complies with health and safety regulations, and instill a culture of health and safety focus, to encourage staff to observe safety behavours.
• Report, trend, action and investigate safety unsafe acts, near misses,incicents and accidents
• Drive safety standards throughout site and operational work areas
• To be an active member in all product and plant based risk assessments.

Quality 

• To work to and maintain operations within all the relevant WI’s/LOI’s.
• To assist during internal and external audits as required.
• To maintain a clean working environment, helping with regular routine maintenance as requested by any member of the site management team.

REQUIRED EXPERIENCE

• Able to multitask seamlessly between tasks like handling high priority complaints, documenting investigation reports, and responding to Customer queries in a way such that their time and energy is divided optimally.

• Ability to effectively read, write and verbally communicate in English.

• Ability to keep confidential records and financial information private and secure.

• Effective use of MS Excel, MS Word, MS PowerPoint.

• Capable to complete statistical and data analysis using statistical tools such as MS Excel for KPI reporting and trending.

• Ability to work independently under general guidelines and supervision

• Strong influencing and  interpersonal and communication skills to build effective working relationships across all key functions.

• Pleasant and empathetic with great listening skills to understand what the customer really wants and should also have patience to handle conversations effectively irrespective of the customer’s skill level.

• Effective analytical and problem-solving skills.

• Provide daily communication with production staff regarding performance, areas for improvement, company news/updates, etc

• Candidates should have a proven track record of working in a fast-paced environment and be capable of handling multiple development aspects of assigned projects.

• Ability to adapt to changing duties and responsibilities.

• Ability to influence people in their opinions, attitude or judgements; to generalize, evaluate and make decisions in stressful situations.