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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 SummaryThe Team Leader: Laboratory Customer Service, 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 Customer Service Coordinator provides leadership and direct line management to the Laboratory
Customer Operations team; overseeing purchasing, booking in and laboratory document control.
DutiesLead and organise the Customer Service team to achieve daily and departmental targets, fostering a supportive and growth-oriented environment.Act as the main point of Customer liaison for the Laboratory, overseeing the timely and efficient handling of all queries and complaints; filtering and forwarding communications to the correct individuals and departments as necessary.Manage the Laboratory Customer Service email address with the support of the Customer Operations team, ensuring all queries are appropriately actioned and responded to in a timely and efficient manner.Oversee all administrative functions for the laboratory, including purchasing, stock control, booking samples, and document control.Proactively gather Customer feedback to gauge satisfaction and identify areas for improvement in the laboratory's service offering.Actively coach, mentor, and develop direct reports to achieve their goals and contribute to overall Laboratory success.Represent the laboratory in quarterly business reviews with the commercial team, providing professional updates on customer service performance and overall laboratory operations.Participate in hosting visitors and Customer meetings; including assisting with preparation for external visitors, site tours, and audits.Continuously seek ways to improve Customer service by evaluating processes, procedures, and standard work practices.Oversee the performance management process for Customer Operations staff, including development plans, appraisals, disciplinary meetings, investigations, and return-to-work meetings.Duties - cont'dEnsure all laboratory work complies with local Safety, Health, and Welfare regulations, statutory provisions, and internal procedures, under the direction of senior management.Ensure personal protective clothing is worn according to the Health & Safety policy and monitor work areas for unsafe conditions, taking immediate corrective action.Ensure all work in the laboratory complies with Good Laboratory Practice, ISO13485, ISO17025 accreditation requirements, and internal procedures.Handle all information with strict confidentiality and professionalism.Contribute to achieving monthly on-time delivery targets and adhere to Customer lead times.Alert senior management to process, job-related problems, or discrepancies, and proactively resolve issues to support turnaround times and testing requirements.Education DegreeHigh School Diploma or GED
Required ExperienceExperience interfacing with Customers in a manufacturing environment.Experience managing a small team.Proven Leadership ability.Excellent interpersonal, IT, organizational, and communication skills.Meticulous attention to detail, analytical, and problem-solving skills.STERIS is a leading global provider of products and services supporting patient care, with an emphasis on infection prevention.
WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare, life sciences, and dental products and services.
STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 18,000 associates and Customers in more than 100 countries.
STERIS strives to be an Equal Opportunity Employer.
Job Category: Service/Technical Services
Job Segment: Infection Control, Manager, Sales Consultant, Patient Care, Laboratory, Healthcare, Management, Sales, Science
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