Customer Operations Specialist

1 day ago

Trenton, United States Integer Holdings Corporation Full time

By living according to a common set of values, we create a culture that unifies, embraces the uniqueness we all bring to the company, and positions Integer for long-term success.

At Integer, our values are embedded in everything we do.

Customer

We focus on our customers' success

Innovation

We create better solutions

Collaboration

We create success together

Inclusion

We always interact with others respectfully

Candor

We are open and honest with one another

Integrity

We do the right things and do things right

JOB SUMMARY:

The customer operations specialist performs customer service activities for internal & external customers. This person will be technically knowledgeable of the site's products, services & local processes & be able to use that understanding to provide solutions to customer requirements. This position will ensure advocacy for the customer & work closely with operations, planning, engineering, quality, technical solutions, customer solutions & sales to provide solutions that fulfill our customers' needs with speed, accuracy, and exceptional communication. This position will support the execution of the quoting, order and configuration engineering processes at the facility. This position may interact with "factory direct" customers as appropriate.

Position Requirements:

Champion the Voice of the Customer:

  • Serve as the voice of customer during customer production meetings and interactions with facility personnel
  • Instill customer advocacy during interactions with peers and facility personnel.
  • Represent Integer and the site to the customer and Sales as appropriate in conjunction with customer communication, visits and issue resolution.
  • Work with the planning team to ensure customer dates are efficiently adhered to - this will require working with planning and sales
  • Revenue forecasting - Monthly and forward looking
  • Ensure orders are acknowledged timely and in line with customer expectations

Partner with Customers, Sales and Customer Service organizations to meet customer requirements and grow sales.

  • Develop and foster customer relationships by working directly with Factory Direct customers and partnering with Sales and/or CSR's for Strategic and Multi-Site customers
  • Communicate with customers and other Integer functions (Sales, Customer Service, Technical Solutions) to fully understand customer requirements. Respond to requests with prompt, meaningful answers and input when working with customers and other Integer functions.
  • Ensure that all customer contractual obligations are implemented and maintained as required.
  • In relation to Corporate/Multi-Site Customers:
  • Provide information to Sales/CSR team as needed to grow sales and meet customer requirements.
  • Provide input for Quarterly Business Reviews and participate as required.
  • Provide information and input to the annual and monthly forecasting process, including reconciliation to the monthly facility forecast.

Ensure Customer Operations Processes are executed accurately and within established timeframes

Forecasting

  • Lead monthly rolling 12 month forecast, understand and highlight variances from one month to the next.
  • Lead monthly meetings for partners to review and sign off on.
  • Maintain / manage pipeline information through CRM, and maintain forecast sets within Oracle ERP
  • Lead in depth forecast of sales for annual budgeting purposes and arrange review with partners.

Order Entry/Confirmation

  • Execute contract review and order entry process for Factory Direct Customers
  • Support CSR group with information needs for contract review, order entry and confirmation process
  • Work with Site Planning and Operations to establish and communicate standard product lead times.

Change Order and expedite requests

  • Work with facility personnel (Planning, Operations and Purchasing) to meet customer requests for items such as order expedites and change requests
  • Communicate and monitor plans for expedite requests and recovery plans to Sales, CSR's, Customers and Operations as required to meet commitments
  • Ensure Expedite charges are applied to orders

Quoting

  • Support quotation process for Repeat and Standard Products
  • Support Strategic Product family group for New Product quotations

Align and maintain local processes and procedures with the Global Customer Operations processes and procedures.

Work together with Customer Operations team to achieve sales and key metric performance goals.

  • Collaborate with Customer Operations team and facility personnel to deliver on key metrics including Order Acknowledgement Cycle Time and Quote Cycle Time.
  • Work with the Customer Operations Team members to identify process improvement opportunities to better serve customers

Environmental Working Conditions:

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Degree or 5 years experience in manufacturing, preferably medical devices, with increasing responsibility in technical/customer related fields.
  • Possess a deep understanding of company strategy and capabilities. Ability to synergize the benefits of experience and the concepts of new technology, approaches, new processes and suppliers.
  • Ability to interface with customers, problem solve and drive solutions to meet customer requirements and Integer's financial targets.
  • Knowledge of FDA Good Manufacturing Practices, ISO 13485, 510k, PMA and medical regulatory issues
  • Rational thinker: good business judgment even under stressful customer engagements.
  • Must possess excellent verbal & written communication skills, as well as presentation, organizational and management skills.
  • Able to manage multi tasks in multiple geographic locations.

It is impossible to list every requirement for, or responsibility of, any position. Similarly we cannot identify all the skills a position may require since job responsibilities and the Company's needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.

U.S. Applicants: EOE/AA Disability/Veteran

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