Steris Corporation - Chattanooga, TN
posted about 2 months ago
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. The Customer Experience Manager (CEM) acts as the point of support and communication between the Customer and Offsite Reprocessing Centers (ORC). The CEM will support onboarding with the wider ORC operations team, address and resolve Customer quality issues within a timely manner, handle disputes, and ensure all Customer complaints are processed according to the Quality Management requirements. The CEM will work with the ORC Senior Leadership to provide investigation, including root cause analysis with corrective actions back to the Customer. Facilitating quarterly Quality Management Reviews according to Customer agreements is also a key responsibility. The CEM works collaboratively with the wider Business Development Team and ORC Operational Team to ensure all new Customers are onboarded, supporting training & education of the Customer, and executing short- and long-term objectives as outlined in the business plan. The CEM supports existing business and growth opportunities to ensure achievement of financial goals. This role requires a proactive approach to managing Customer relationships and ensuring that the services provided meet the highest standards of quality and efficiency. In addition to managing onboarding activities for new Customers, the CEM will oversee Customer instrument inventory and handling expectations, manage reporting on inventory usage, and support initial and ongoing Customer training related to services. The CEM will also monitor service reports and ensure that all Customer quality issues are addressed promptly and effectively. Regular communication with Customers and internal teams is essential to maintain high levels of satisfaction and operational excellence.