Customer Operations Co-ordinator

7 months ago

Leicester, United Kingdom STERIS Full time

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.

**HOW YOU WILL MAKE A DIFFERENCE**:
About you:
**Do you want to spend your working time making a difference in the world around you? Are you motivated by delivering excellent customer service? Do you have a passion for working within a team, and participating in projects? If so, then a career with STERIS in our Customer Support team could be a great fit for you.**

About Us:
At STERIS we are a leading global provider of products and services that support patient care with an emphasis on infection prevention. Our mission is to help our customers create a healthier and safer world. Working at STERIS, you **GROW**, **LEARN** and **MAKE A DIFFERENCE**.

We are currently recruiting for a Customer operations co-ordinator vacancy. This is an excellent opportunity to join us at a skilled level in a division that drives the business forwards through providing a best in class service to our customers.

**What is involved**:

- **Order Processing and Order Management**
Ensure all customer and engineer orders are processed & delivered to customer requirements and timelines, including but not exclusive to Consumable orders, Parts, Capital and Albert Browne orders meeting departmental deadlines.
- **General Pricing Enquiries and Quotations**
Provide pricing information to internal and external customers using the systems available. Utilising the sales connection tool and other tools as required to prepare basic quotations.
- **Customer Call Processing / Triage**
Deal with all telephone calls, providing support for Healthcare and Albert Browne internal and external customers regarding orders, product and pricing enquiries and call triaging to the appropriate people.
- **Customer Returns**
To process any customer returns on the systems following the correct procedures.
- **Sales Support**
Provide primary product information in response to customer requests. This will include the provision of marketing materials and verbal product information across our range of products and services. Passing on any leads to the relevant sales person.
- **Service Support**
Provide support to other team members, dealing with Engineers inquiries, dealing with Siebel issues (training provided)
- **Complaints Handling**
Initiate the complaints received process from both internal and external customers, escalating to senior members of the team as appropriate. Ensure adequate information regarding complaints is communicated to relevant stakeholders.
- **Tenders Support and Administration**
Triage the tenders alerts to the sales team; maintain the common file of tenders documents; assemble the public tender in due time and prior to the submission time (this task will imply collecting the documents required, gather the quotation from the sales representative, gain the necessary signatures and submit the tender in any of the means required by the specifications); maintain internal electronic copy of all quotes and tenders. Ensuring all Tenders are completed and submitted within the specified deadline.
- **Inventory Management**
Liaise with the Supply Chain function providing information on unusual ordering patterns and potential stock shortages to ensure we fulfil customers’ delivery expectations.
- **Administration Support**
Collation, Binding and despatching of validation reports, maintaining tracking spreadsheets, collation and despatch of monthly reports for shared services and any other required reports.

**Internal Policy and Procedures**
To be aware of the organisation’s Quality Assurance systems, internal Policy and procedures and take responsibility for all their obligations.
- Team Training
To undertake training in new skills to increase knowledge of tasks throughout the department, in order to be able to support other team members and improve continuity of workloads in times of flux and absence by being a multi skilled team.
- **Other**
The responsibilities of this role may include the delivery of additional services as required by the business. Any other duties which can be reasonably expected of the post holder given their knowledge, skills and experience.

**Required Experience**:

- Educated to a minimum of GCSE level standard or equivalent and/or be able to demonstrate working at this level.
- Experience in a customer service/service support environment is required.
The applicant should be effective in written and verbal communication, fluent in English is essential.
- Self-motivated team worker, flexible attitude, able to organise tasks and work to deadlines.
Knowledge of the local Healthcare and pharmaceutical GMP environments would be beneficial.
- Working knowledge of Oracle would be an advantage

**Equal opportunities**:
STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR

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