Customer Service Administrator

The name Sotera Health was inspired by Soteria, the Greek goddess of safety, and reflects the Company’s unwavering commitment to its mission, Safeguarding Global Health®.

Sotera Health Company is a leading global provider of mission-critical sterilization and lab testing and advisory services for the healthcare industry. With a combined tenure across our businesses of nearly 200 years and our industry recognized scientific and technological expertise, we help to ensure the safety of millions of patients and healthcare practitioners around the world every year.

Across our 64 facilities worldwide, we have over 3,000 employees who are dedicated to safety and quality. We are a trusted partner to more than 5,800 customers in over 50 countries, including more than 40 of the top 50 medical device companies and 9 of the top 10 pharmaceutical companies.

Customer Service Representative

Objective of the function:

·         Provide high-quality customer service and support the smooth operation of the Customer Service department.

·        Ensure that communication with customers is clear and effective and develop strong working relationships with customers and internal departments.

·        Manage and monitor the scheduling of incoming and outgoing shipments.

·        Manage and monitor the sterilization schedule and its follow-up with Production.

Responsibilities / Duties:

1 - Manage the end-to-end order fulfillment process, ensuring accurate processing of customer orders, effective planning and coordination of operations, and timely invoicing in accordance with customer requirements and company procedures.

·       Manage the receipt and entry of customer orders into the ERP system and oversee order processing through to shipment.

·       Develop and monitor daily inbound and outbound shipment schedules in coordination with customers, taking into account preventive and corrective maintenance activities, validation cycles, customer-specific requirements, Customer Service Agreements (CSAs), and operational constraints.

·       Obtain and analyse customer demand forecasts to ensure future treatment requirements can be effectively met.

·       Act as a key liaison between customers, carriers, and internal departments to ensure efficient product processing and adherence to required turnaround times.

·       Process customer invoicing on an ongoing basis and ensure timely and accurate distribution of invoices.

·       Issue credit notes in accordance with established company procedures and approval processes.

·       Participate in account reviews and customer account reconciliations as part of the annual financial closing process.

·       Manage the monitoring of consumables, including Ethylene Oxide (EO), in the absence of the Production Manager.

·       Register and track customer complaints and feedback within the CRM system.

·       Communicate price increase notifications and other official correspondence to customers.

·       Provide other departments with all invoicing-related reports and documentation as required.

·       Maintain and update customer master data and records.

·       Interpret, monitor, and ensure compliance with customer contracts and commercial agreements.

·       Record and track product damage reports submitted by the Production department.

·       Follow up with and proactively engage customers regarding FDA-related records and registrations.

·       Ensure clear, effective, and proactive communication with customers to maintain high service levels and customer satisfaction.

·       Provide backup support to the Production Manager during absences, ensuring continuity of daily operational activities.

·       Manage and maintain document control processes and documentation systems.

2 - Reporting

·       Prepare and deliver weekly and monthly operational reports, including laboratory reporting, and produce monthly forecasts to support business planning and performance monitoring.

Authority:

·       Reports in a direct line to the production manager

Knowledge/Education and Training

·       Degree educated (Bac+2/Bac+3 equivalent) in Customer Relations, Business Administration, or Production Management.

Experience:

·       At least 5 years of experience in manufacturing or industrial environment

·       Good knowledge of computer-programs such as MS Excel, Word, Outlook

Skills:

·       Strong organizational skills and attention to detail.

·       Team-oriented with the ability to collaborate effectively across functions.

·       Adaptable and open to change.

·       Trustworthy and able to handle confidential information with discretion.

·       Strong communication and interpersonal skills.

·       Hands-on approach with a strong operational focus.

·       Proficient in English (spoken and written).

·       Good knowledge of computer-programs such as MS Excel, Word, Outlook

Contacts:

Intern:

·       Validation Department

·       Maintenance Department

·       Quality Department

·       Production Department

·       Finance Department

·        EMEAA Sales Department

·        US Corporate Team (particularly regarding contract pricing)

Extern:

·       Customers

·       Suppliers

Deputy:

·       Production manager

Sotera Health goes to market through its three best-in-class businesses – Sterigenics®, Nordion® and Nelson Labs®. Sterigenics is a leading global provider of outsourced terminal sterilization and irradiation services for the medical device, pharmaceutical, food safety and advanced applications markets. Nordion is the leading global provider of Co-60 and gamma irradiators, which are key components to the gamma sterilization process. Nelson Labs is a global leader in outsourced microbiological and analytical chemistry testing and advisory services for the medical device and pharmaceutical industries.