Client Support Specialist I

Our Customers are so important to us, we always use a capital "C" to remind us of their value. If you enjoy knowing what you do can make someone's day a little easier, join our Service and Parts team and help our Customers experience the capital "C" in being a STERIS Customer. In this role you will manage the order management life cycle for an assigned Service Districts and Key Accounts throughout the United States and Canada. As the primary liaison for sales order support, processing of purchase orders/contracts and returns, and arrangement of logistics, you will respond to requests for parts and parts information from staff and external Customers. Work directly with Customers, distributors, sales, field service team, marketing, manufacturing, planning and logistics to optimize sales efficiencies and deliver world-class sales and Customer support for the Service & Parts business.

This position is a hybrid schedule after training. Tuesday and Thursday are onsite at our office in Mentor OH.

• Process purchase orders using the Oracle order management system including quoting, Oracle order maintenance, pre-post order manufacturing and logistics coordination. Manage specialized orders, resolve issues working directly with Customer and internal departments.
• Respond to and process Service Request calls, and all other Siebel Activities requests, for both Customers and STERIS Field Service technicians, utilizing the Siebel system.
• Ensure the highest quality Customer experience by responding to (or initiating) phone calls, either through queue, direct contact or live chat, and handling inquiries on the "first pass" eliminating continuous Customer transfers. Our goal is a quality solution not quantity of calls.
• Work with various internal departments to assure that specific parts are manufactured, shipped and delivered as required by Customer's lead time requests. Manage phases of the RMA (Return Material Authorization) process from pick up to delivery into a STERIS site.
• Maintain and manage backlogs, assuring ship dates are being met, process/credit holds are released, backorders are communicated to Customer, and FOB terms are adhered to. Work with the Credit Department to solve credit hold issues and helps reconcile past due invoices to decrease daily sales outstanding.
• Train peers, provide backup to teammates, give presentations as necessary, and complete assigned MBOs as identified by department manager.

• High School Diploma/GED and eight (8)+ years of relevant experience required.
• Associate degree and 4+ years of relevant experience is required.
• Bachelor's Degree and 2+ years' relevant experience preferred.
• Years of experience must include prior Customer service experience working in sales/account support role using phone, Microsoft Office and computer entry.
• Strong computer skills (Word, Excel, PowerPoint, Sharepoint) required.
• Bilingual (French/English) is highly desired but not required.
• Excellent interpersonal, written, verbal and analytical skills, and ability to interact as a team member and with all levels of business partners and Customers.
• Excellent time management, organizational skills, and detail orientation required.
• Must be able to multitask, prioritize, work on schedule, and within deadlines.