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-oriented 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 the support of 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.
Additional Duties
1. Ensure all laboratory work complies with local Safety, Health, and Welfare regulations and all relevant statutory provisions, in conjunction with 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 adheres to Good Laboratory Practice, ISO13485, ISO17025 accreditation requirements, internal procedures, and is conducted under the guidance 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 adherence to Customer lead times.
6. Alert senior management to any process, job-related problems, or discrepancies, and proactively resolve issues to support turnaround time adherence and testing requirements.
Education & Experience
High School Diploma or GED
* Experience directly interfacing with Customers in a manufacturing environment.
* Experience managing a small team with proven leadership ability.
* Strong Customer-facing skills and excellent interpersonal skills, including cooperation and teamwork.
* Proficiency in MS Word, MS Excel, and PowerPoint.
* Excellent organizational, time management, written, and oral communication skills.
* Meticulous attention to detail, analytical, and problem-solving skills.
About STERIS
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. As a $5 billion, publicly traded company (NYSE: STE) with approximately 18,000 associates and customers in more than 100 countries, STERIS is committed to being an Equal Opportunity Employer.
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