Service Coordinator I

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.

Job Summary:
Service Coordinators ensure the delivery of outstanding service and build strong customer relationships by coordinating with clients, laboratory staff, and support groups. The Service Coordinator is also responsible for verifying sponsor and sample information, obtaining Purchase Orders, and coordination of study tracking.

Essential Duties:
Primary Duties:

• Receive data packs and perform initial verification by updating all systems
• Coordinate with the Log In department to help resolve discrepancies
• Coordinate with the Sales and Service Center departments to obtain and update purchase orders
• Work with Sales staff to update quotes and purchase orders as needed
• Coordinate change orders and pricing revisions in the system
• Coordinate and deliver in house transfer studies, shared samples, Log In sample returns

Secondary Duties:

• Provide required test paperwork and supplies if applicable
• Provide status updates and preliminary data to clients
• Assist with the sample return process to clients to ensure samples are returned accurately and promptly
• Order supplies through purchasing and the N-Store
• Assist department management with reports for study tracking and key metrics
• Assist with the GLP log in process

Regulatory Compliance

• Know and follow applicable regulatory requirements (GMP, GLP, ISO, etc.)
• Know and follow company policies and procedures
• Complete required training on time

Professionalism

• Attend work regularly and reliably
• Adhere to all policies and procedures
• Perform other duties as assigned

Competencies of this position

• Attention to detail
• Ability to follow written instructions
• Verbal and written communication skills
• Legible handwriting
• Customer service skills
• Project management skills
• Ability to multi-task
• Computer skills
• Ability to work independently
• Time management- must be able to respond to voicemails, emails and other communications in a timely manner
• Ability to problem solve
• Ability to understand CRM and how orders go to invoice

Work Environment:
This job operates in a professional laboratory environment and may occasionally work in temperatures above 95 degrees and below 32 degrees and walk on slippery or uneven surfaces. This role routinely uses standard office equipment and lab equipment including but not limited to, computers, keyboards,
computer mouses, telephones, photocopiers, file cabinets, and various hand tools.
The possibility exists for exposure to biological and chemical hazards, exposure to carcinogenic compounds and other environmental aspects, which may be considered unfavorable. Employees are expected to follow Biosafety and Chemical Hygiene policies, practices, and procedures.

Physical requirements:
The physical demands described here are a representation of those that must be met to perform the essential job functions:

• Required to sit or work at a computer 60 % of the day, stand and traverse 40 % of the day to the various office and lab locations.
• Full body movement required to bend, stoop, crouch, crawl, climb, and physically move pallets using material handling equipment.
• Must be capable of operating material handling equipment applicable to location (i.e., forklift, hand truck, pallet jack, golf cart and other equipment used to transport items)
• Occasional push and pull tasks with one or both hands. Must be able to work while wearing personal protective equipment such as safety glasses, goggles, face shields, gloves, lab coats and personal protective equipment deemed necessary to protect testing and to provide personal protection when handling various solutions, wastes, etc.
• Must be able to lift and move up to 45 pounds.

Education and experience requirements:
High School Diploma and one-year applicable customer service experience or A.A. /A.S. or B.A. /B.S. degree (public relations, communications, business, or other applicable degree preferred)

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.