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Client:
STERIS
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Other
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Yes
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Job Reference:
4021da345fdf
Job Views:
4
Posted:
01.08.2025
Expiry Date:
15.09.2025
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Job 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 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.
Duties
1. Lead and organise the Customer Service team to achieve daily and departmental targets, fostering a supportive and growth-orientated environment.
2. 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.
3. Manage the Laboratory Customer Service email address with support from the Customer Operations team, ensuring all queries are appropriately actioned and responded to in a timely and efficient manner.
4. Oversee all administrative functions for the laboratory, including purchasing, stock control, booking samples, and document control.
5. Proactively gather Customer feedback to gauge satisfaction and identify areas for improvement in the laboratory's service offering.
6. Actively coach, mentor, and develop direct reports to achieve their goals and contribute to overall Laboratory success.
7. Represent the laboratory in quarterly business reviews with the commercial team, providing professional updates on customer service performance and overall laboratory operations.
8. Participate in hosting visitors and Customer meetings; including assisting with preparation for external visitors, site tours, and audits.
9. Continuously seek ways to improve Customer service by evaluating processes, procedures, and standard work practices.
10. Oversee the performance management process for Customer Operations staff, including development plans, appraisals, disciplinary meetings, investigations, and return-to-work meetings.
Duties - cont'd
1. Ensure all laboratory work complies with local Safety, Health and Welfare regulations and all relevant statutory provisions, in conjunction with the laboratory staff and under the direction of senior management.
2. Ensure personal protective clothing is worn according to the Health & Safety policy, and monitor work areas for unsafe conditions, taking immediate corrective action.
3. Ensure all laboratory work complies with Good Laboratory Practice, ISO13485, ISO17025 accreditation requirements, internal procedures, and under the direction of senior management.
4. Handle all information related to STERIS, customers, and internal parties with strict confidentiality and professionalism.
5. Contribute towards achieving monthly on-time delivery targets and adhering to Customer lead times.
6. Alert senior management to process, job-related problems, or discrepancies, and proactively support turnaround time adherence and testing requirements.
Education Degree
High School Diploma or GED
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 Team Leader: Laboratory Customer Service, serves to enhance Customer service and Customer satisfaction levels at the laboratory by ensuring needs are met proactively, timely, and efficiently. The Customer Service Coordinator leads the Laboratory Customer Operations team, overseeing purchasing, booking, and document control.
Duties
1. Lead and organise the Customer Service team to meet targets, fostering a supportive environment.
2. Act as the main Customer liaison, handling queries and complaints efficiently.
3. Manage the Laboratory Customer Service email with support from the Customer Operations team.
4. Oversee administrative functions, including purchasing, stock control, and document management.
5. Gather Customer feedback to improve service quality.
6. Coach and develop team members to achieve their goals.
7. Represent the laboratory in quarterly business reviews and host visitors and meetings.
8. Seek continuous improvement in Customer service processes.
9. Manage performance and development of Customer Operations staff.
Duties - cont'd
1. Ensure laboratory work complies with safety, health, welfare, and statutory regulations.
2. Monitor and enforce use of personal protective equipment and safe working conditions.
3. Ensure compliance with Good Laboratory Practice, ISO standards, and internal procedures.
4. Handle all information confidentially and professionally.
5. Contribute to achieving delivery targets and adhering to lead times.
6. Proactively address process and testing issues to support operational efficiency.
Education Degree
High School Diploma or GED
Required Experience
* Experience interfacing with Customers.
* Experience in a manufacturing environment.
* Experience managing a small team.
* Proven leadership ability.
* Strong customer-facing skills.
* Excellent interpersonal, IT, organizational, and communication skills.
* Meticulous attention to detail and problem-solving skills.
STERIS is a leading global provider supporting patient care with infection prevention products and services. We are committed to creating a healthier and safer world.
STERIS is an Equal Opportunity Employer.
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