Team Leader: Customer Services

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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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