Customer Support Executive in Wantage

Working Pattern: Mon - Fri, 39.5 hours per week (split over a 9-day fortnight). Flexible working hours structure: 7am start - 4pm finish (includes 45 mins of break time). 9 months' fixed term contract.

What You Will Do:

• Create customer quotations, sales orders, invoices and shipping paperwork for orders.
• Main point of contact for customers, ensuring correspondence with customers in a timely and accurate way, via phone, email or customer meetings including technical queries customers may have.
• Site lead for managing all perspex and alanine irradiations with third party providers (calibrations, radiation response, pre-packing assessment etc with NPL/DTU & Bradford). In addition, coordinates with customers for all STERIS customer managed calibrations.
• Communicate with customers about their orders, including any delays or changes in delivery.
• Check product availability for customer orders & allocate stock to customers.
• Puts all sales orders into the record of shipment & sales reports prior to dispatch of goods to create and later issue the monthly sales report.
• Creates customer forecast plans, showing annual & quarterly demand by customer and product.
• Works with the accounts team to chase aged debt, following up with customers who have not paid to terms.
• Facilitate and develop departmental procedures which in turn enhance the production and efficiency of the department.
• Completes ad-hoc requests from the management team.
• Is the back up point of contact in the reception area for visitors, including answering the phone and supervising visitors/contractors.
• Lead for the dispatch of customer orders from site including dealing with export licences to ensure correct dispatch paperwork and licences are available for shipments.
• Ordering and raising purchase orders with suppliers for raw materials and services for the dispatch of goods.

People:

• To help create and maintain a proactive culture where team members are empowered to deliver the company values of achievement, innovation, integrity and accountability.
• Participate and drive OTOG, 5S audits, ideas, gembas and other CI initiatives.

Safety:

• Supports with the weekly site fire alarm testing and organization of planned fire drills.
• Conduct safety audits (including STOP observations).
• Ensures the production complies with health and safety regulations, and instils a culture of health and safety focus, to encourage staff to observe safety behaviours.
• Report, trend, action and investigate safety unsafe acts, near misses, incidents and accidents.
• Drive safety standards throughout site and operational work areas.
• To be an active member in all product and plant based risk assessments.

Quality:

• To work to and maintain operations within all the relevant WI’s / LOI’s.
• To assist during internal and external audits as required.
• To maintain a clean working environment, helping with regular routine maintenance as requested by any member of the site management team.

Required Experience:

• Able to multitask seamlessly between tasks like handling high priority complaints, documenting investigation reports, and responding to customer queries in a way such that their time and energy is divided optimally.
• Ability to effectively read, write and verbally communicate in English.
• Ability to keep confidential records and financial information private and secure.
• Effective use of MS Excel, MS Word, MS PowerPoint.
• Capable to complete statistical and data analysis using statistical tools such as MS Excel for KPI reporting and trending.
• Ability to work independently under general guidelines and supervision.
• Strong influencing and interpersonal and communication skills to build effective working relationships across all key functions.
• Pleasant and empathetic with great listening skills to understand what the customer really wants and should also have patience to handle conversations effectively irrespective of the customer’s skill level.
• Effective analytical and problem-solving skills.
• Provide daily communication with production staff regarding performance, areas for improvement, company news/updates, etc.
• Candidates should have a proven track record of working in a fast-paced environment and be capable of handling multiple development aspects of assigned projects.
• Ability to adapt to changing duties and responsibilities.
• Ability to influence people in their opinions, attitude or judgements; to generalize, evaluate and make decisions in stressful situations.

Equal Opportunity Employment: STERIS strives to be an Equal Opportunity Employer.