Senior Customer Operations Specialist

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

Accountabilities & Responsibilities:

• 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.

• Champion the voice of the customer as appropriate within the site

• Instill customer advocacy during interactions with peers and facility personnel.

• Represent Integer and the site’s needs to customers and Sales as appropriate during customer communications and issue resolution.

• Problem solve complex issues and analyzes possible solutions using procedures, guides and best practices

• 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 Customer Service for Strategic and Multi-Site customers.

• Performs or acts as a back-up to provide information and input to the annual and monthly forecasting process, including reconciliation to the monthly facility forecast.

• Communicate with customers and other Integer functions (Sales, Customer Service) to fully understand customer requirements.

• Ensure that all customer contractual obligations are implemented and maintained as required.

• 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.

• Serve as subject matter expert to other Customer Operations Specialists on day-to-day transactions

• Execute contract review for order entry process at the site level.

• Support intercompany quoting and order entry process between sites.

• Execute Customer Operations processes accurately and within established timeframes

• Execute contract review for order entry process at the site level.

• Work with Site Planning and Operations to establish and communicate standard product lead times.

• 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

• Execute quotation process for Repeat and Standard Products

• Support Technical Solutions group for New Product quotations

• 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

• Support and Participate in the lean manufacturing cultural change to drive out waste in manufacturing processes

• Facilitate or lead cross functional meetings and projects with internal stakeholders to resolve and avoid issues with customers.

• Serve as a secondary point of contact for internal and external escalations and drive resolution.

• Customer call point of contact for site level issue resolution

• Prepare and arrange customer visits, business reviews, and audits at the manufacturing sites.

• Coordinate the finished good item configuration to ensure revision, price, and specifications are accurate.

• Performs other duties as required.

Education & Experience:

• Minimum Education: Bachelor’s degree in business or a related field. Candidates who do not meet the education requirement may be considered with 5+ years of relevant experience.

• Minimum Experience: 5+ years of experience in medical device or related field

Knowledge & Skills:

• 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 is a plus. Proficiency in Excel and analytical skills required.

Salary for this position is $74,250 - $108,900 per year

U.S. Applicants: Equal Opportunity Employer. In addition, veterans and individuals with disabilities are encouraged to apply.