Supervisor, Customer Care Steris Corporation $60,000.00 - $72,000.00. parental leave, paid time off, short term disability, tuition reimbursement, 401(k) United States, Ohio, Mentor Sep 02, 2026 Position Summary The Supervisor, Customer Care is responsible for our 24/7/365 Call Center. The Supervisor's assigned team handles consumables and capital accessory orders, inquiries and service dispatch in support of Healthcare business. The Supervisor reports to the Manager, Customer Success and Service Support. The Supervisor partners with Account Managers, Technicians, Regional Sales Managers, District Service Managers and Area Vice Presidents, to ensure Customer satisfaction. The Supervisor ensures orders are processed accurately, on-time and in adherence to STERIS Terms and Conditions and will develop and enforce consistent, repeatable procedures and processes. Has direct responsibility of our first

Value:

Customer First Always. What You'll Do as a Supervisor, Customer Care People Management (75%) Manages Customer Care Representatives handling IPT and GI Consumables orders, capital accessory orders, inquiries, pricing, availability, and service dispatch

Performs weekly phone call quality audits to ensure STERIS' Customer Experience is World Class

Meets with direct reports on a weekly basis to provide ongoing feedback regarding performance to metrics, development, and expectations to ensure quality customer service

Responsible for interviewing, hiring, coaching and developing staff

Ensures team is following department policies and procedures

Partners with Managers and Employees to maintain and improve employee engagement Operations Management (15%) Ensures adequate business coverage for 24/7/365 operation, including weekends and holidays

Creates and maintains staffing work schedule using Workforce Management Software, including evenings, weekends and holidays

Creates and maintains fax, chat, escalation schedule, new hire guide schedule, business continuity agent schedule, and holiday coverage schedule

Performs contract review process on high dollar value orders to ensure audit compliance

Manages product holds during periods of inventory rationing

Oversees tasks, including but not limited to, order processing, change orders, inquiries and service dispatch; assigns business tasks to responsible supporting functions

Generates reporting to ensure department metrics are achieved including, but not limited to, phone statistics and order audits

Responsible for financial decisions in line with Region Manager authority for expedite shipping costs and approving free goods orders

Ensures Business Continuity through the selection and onboarding of new team members into the BC Agent Program Continuous Improvement (10%) Drives compliance through the creation and maintenance of Standard Work

Ensures sustainability of Standard Work Processes and Procedures

Tracks weekly progress of Leadership Standard Work on a Visual Management Board

Works with Training Department to identify developmental training opportunities for associates and ensure training materials are aligned to changes in standard work

Collaborates with Senior Manager and Digital Order Administration Manager on Intelligent Automation Initiatives

Oversees tasks, including but not limited to, order processing, change orders, inquiries and service dispatch; assigns business tasks to responsible supporting functions

Generates reporting to ensure department metrics are achieved including, but not limited to, phone statistics and order audits

Responsible for financial decisions in line with Region Manager authority for expedite shipping costs and approving free goods orders

Ensures Business Continuity through the selection and onboarding of new team members into the BC Agent Program

The Experience, Skills and Abilities Needed Required:

Bachelor's degree in business discipline

Minimum of 5 years call center management experience required

2 years of people leadership or equivalent experience required

Demonstrated track record as a strong manager and leader

Working knowledge of telephony systems

Working knowledge of workforce management systems

Strong influencing and negotiation skills

Excellent interpersonal and relationship management skills

Demonstrated self-starter and able to manage independently

Preferred:

Three years or more with STERIS preferred

Other:

Strong decision-making skills; understands how decisions impact the Customer and the Company

Ability to lead and influence a cross-functional team and operate in a highly complex environment

Strong analytic skills (data gathering, analysis, and recommendation development)

Must demonstrate a high level of professionalism and integrity

Excellent communication skills - written, verbal and presentation

Ability to handle multiple demands from many people and prioritize effectively

Ability to maintain composure under pressure

Teamwork

What STERIS Offers We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being, and financial future. Here is just a brief overview of what we offer: Market Competitive Pay

Extensive Paid Time Off and (9) added Holidays

Excellent Healthcare, Dental, and Vision benefits

Long/Short Term Disability Coverage

401(k) with a company match

Maternity & Parental Leave

Additional add-on benefits/discounts for programs such as Pet Insurance

Tuition Reimbursement and continued education programs

Excellent opportunities for advancement in a stable long-term career #LI-LD1

#HYBRID Pay range for this opportunity is $60,000.00 - $72,000.00. This position is eligible for bonus participation. Minimum pay rates offered will comply with county/city minimums, if higher than range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc. STERIS offers a comprehensive and competitive benefits portfolio. Click here for a complete list of benefits: STERIS Benefits Open until position is filled. STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention.

WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD

by providing innovative healthcare and life sciences products and services around the globe. For more information, visit www.steris.com. If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status. STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law. We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity. The full affirmative action program, absent the data metrics required by

• 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location's HR Office during normal business hours.