Client Support Specialist I

As a Client Support Specialist you are responsible for enhancing the Customer experience and delivering world-class Customer support. In this role you will work directly with assigned Customers, distributors, marketing, planning and logistics to optimize sales efficiencies of the end-to-end order cycle process. Using detailed coordination and communication, you will serve as the primary liaison for order management, product information, returns, logistics and planning and Customer requests.

This is a hybrid role with the requirement of working onsite at our Mentor, OH Corporate HQ, 2 days per week.

• Retrieve and/or complete quotes for Customers to facilitate the order process
• Process purchase orders using the order management system (Oracle). These activities include order entry and resolving PO issues working directly with Customer and internal departments. Ensure compliance to all pertinent corporate rules and external regulations which can include validating required certifications.
• Ensure high quality Customer experience through accurate communication and timely response via all communication platforms.
• Collaborate with Supply Chain and/or Logistics to assure needed products/parts are manufactured, shipped, and delivered per Customer's needs. When shipping or availability delays occur, communicate effectively with Customer, Sales and/or Service key updates and information.
• Provide a high level of detailed management of RMAs (Return Material Authorization) assuring that returns are not only processed in a timely manner, but followed through the entire process, from pick up to delivery into a STERIS site and closure in Oracle. Each Client Support Specialist is empowered to correct or satisfy Customer concerns.
• Maintain and manage backlogs, assuring ship dates are being met, order holds are released, and backorders are communicated to Customer.
• Research and document Customer complaints into quality system ensuring that all relevant facts and data are captured; escalate issue based on severity of complaint.
• Interface with freight carriers and Corporate Traffic for shipment routing, tracking and proof of deliveries.

Required:

• High School Diploma/GED
• Minimum 8 years of relevant experience
• Strong computer skills (Word, Excel, PowerPoint, Oulook)

Preferred:

• Bachelor's Degree and 2+ years' relevant experience

Other:

• Strong communication, organizational and analytical skills
• Ability to interact with all levels of employees and clients
• Time management skills with ability to take a proactive approach, multitask, establish priorities and deliver within deadlines