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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 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
* Lead 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'd
* Ensure 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 Degree
High School Diploma or GED
Required Experience
* Experience 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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