Customer Service Representative Apac

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.

**Position Summary**:
The Customer Service Representative - Asia Pacific is responsible for enhancing the Customer experience and delivering world-class Customer support. This position works directly with the field, end users, distributors, marketing, planning and logistics to optimize sales efficiencies of the end-to-end order cycle process. Manages assigned global business partners, supporting Key Accounts including, but not limited to pharmaceutical, biotech, and research. Using detailed coordination and communication, they serve as the primary liaison for order management, technical and product/parts information, returns, logistics and planning and Customer requests.

**Duties**:
1. 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.
- Oversee specialized and non-standard order management processes based on assigned business team. Extensive coordination between multiple STERIS functions is required to ensure intended outcomes for Customer and typically include non-routine communications or utilizing applicable billing worksheets.
- Manage orders changes within the system as requested. Order changes may occur as part of the standard process for manufacturing release, item number updates on special products, or by Customer or Sales driven modifications to the original purchase.
- Verify important details such as FOB, payment terms, and correct pricing is captured on all purchasing documents prior to executing and when required, work directly with Contract Analysts.

2. Ensure high quality Customer experience through accurate communication and timely response via all communication platforms. If required, communicate important milestone dates, and coordinate on manufacturing and shipping schedules.

3. Set up new Customer accounts internally and set up company as a new vendor with Customers by completing necessary prequalification forms.

4. Research, facilitate and 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.
- Interface with freight carriers and Corporate Traffic for shipment routing, tracking and proof of deliveries

5. 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. Empowered to correct or satisfy Customer concerns.

**Duties - cont'd**:
6. Maintain and manage backlogs, assuring ship dates are being met, order holds are released, and backorders are communicated to Customer.

7. Works with the Credit Department to solve credit hold issues and helps reconcile past due invoices to decrease daily sales outstanding.

8. Research and document Customer complaints into quality system ensuring that all relevant facts and data are captured; escalate issue based on severity of complaint.

9. Prepare and distribute applicable documentation (associated with equipment projects) which may include equipment submittals and certified packages, delivery forms, and documents for specialty services. Follow up as needed to get necessary documents returned by Customer.

10. Provides backup to teammates, may help with peer training, and other duties as assigned.

**Education Degree**:

- Bachelor's Degree

**Required Experience**:
1. Relevant Customer relations experience
2. Related job experience in Oracle (Order Management)
3. Shipping knowledge
4.Letter of Credit knowledge

**Preferred Experience**:
**Skills**:
1. Proficient with Microsoft Office suite
2. Strong communication, organizational and analytical skills
3. Ability to interact with all levels of employees and clients
4. Time management skills with ability to take a proactive approach, multitask, establish priorities and deliver within deadlines
5. Ability to work in a team environment
6. Attention to detail a must

STERIS is a leading provider of products and services that meet the needs of growth areas within Healthcare: procedures, devices, vaccines and biologics. We exist to fulfill our MISSION TO HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD. STERIS is a $3B, publicly traded (NYSE: STE) company with approximately 16,000 associates and Customers in more than 100 countries.

STERIS strives to be an Equal Opportunity Employer.