Customer Success Specialist

2 weeks ago

Plano, 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

  • Adheres to Integer's Values and all safety, environmental, security and quality requirements including, but not limited to: Quality Management Systems (QMS), Safety, Environmental and Security Management Systems, U.S. Food and Drug Administration (FDA) regulations, company policies and operating procedures, and other regulatory requirements.
  • Investigates and provides technical information as required to respond to customer inquiries.
  • Participates in obtaining new account information and providing quotations where appropriate.
  • Facilitates customer set up documentation for new customers and helping establish available credit limits
  • Enters and manages all Quotation Requests for assigned customer base.
  • Coordinates and manages Change Notifications (Late Notification, Change Order, Parts Change, etc.) to Enterprise customers and from Customers to Integer (Pull Ins, Push Outs, etc.).
  • Manages customer orders by interacting with site based scheduling team. Confirms with Integer manufacturing sites that orders are on-time and that the promised ship date is acceptable to the customer prior to confirming order. Drives resolutions if conflicts exist.
  • Facilitates customer calls related to order process (first article, new product development, quick turns, etc.).
  • Coordinates new item process on new products (verifying proper part #, drawings, and revision).
  • Ensures Enterprise customer orders meet long term agreement requirements (pricing, demand, etc.).
  • Manages Vendor Managed Inventory for assigned Enterprise customers including customer inventory analysis, replenishment, invoicing, and reconciliation (as required).
  • Participates in Sales/Operations meeting to reconcile inventory forecast with manufacturing capability (as required).
  • Liaisons for retrieving and assisting with Customer Forecast demand analysis and coordinating communication with assigned customer base as required clarifying any discrepancies.
  • Ensures customer demand meets customer agreement through order management and analysis as required.
  • Interfaces with internal and external customers to coordinate return goods activity. Monitors the progress from the initial contact through the final resolution.
  • Maintains basic understanding of Quality and Regulatory requirements for assigned customer base.
  • Resolves customer inquiries/issues and / or assist the customer in working with the appropriate Integer personnel.
  • Provides support for Long Term Agreements for Enterprise Customers as required.
  • Coordinates with Corporate Finance to resolve Integer and customer invoicing issues.
  • Provides audit support as required (Customer, TUV, Shared Services, Internal, etc.).
  • Provides information and analysis for Enterprise Customer Key Performance Indicators as requested.
  • Coordinates customer visits for relationship development and business reviews.
  • Participates in Customer Service, Clinical, and manufacturing capabilities training as required for enhancing market, product, and customer service knowledge and support (including site visits).
  • Assists in facilitating meetings, notifications, etc. related to labeling and packaging changes.
  • Performs other duties as required.
  • Minimum Education: Associate's Degree in Business or related field required. Bachelor's degree preferred.
  • Minimum Experience: 5+ years' experience in medical device or related field

Special Skills:

  • Sales and service acumen
  • Medical Device Manufacturing experience preferred
  • Experience reading and understanding design drawings and specifications preferred
  • Ability to communicate effectively across the organization throughout all levels both verbally and written
  • Ability to work independently as well as within a team
  • Demonstrated ability to be organized and adaptable to meet business deadlines in a dynamic environment
  • Customer focused, highly organized and able to manage multiple tasks simultaneously
  • Extreme responsiveness and resilient
  • Good problem solving skills
  • Strong computer skills (Microsoft Office products)

Specialized Knowledge: Experience with Oracle and / or JDE is a plus

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

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