Customer Service Specialist

Expected Travel: None

Requisition ID: 12221

 

About Teleflex Incorporated

As a global provider of medical technologies, Teleflex is driven by our purpose to improve the health and quality of people’s lives. Through our vision to become the most trusted partner in healthcare, we offer a diverse portfolio with solutions in the therapy areas of anesthesia, emergency medicine, interventional cardiology and radiology, surgical, vascular access, and urology. We believe that the potential of great people, purpose-driven innovation, and world-class products can shape the future direction of healthcare. 
 
Teleflex is the home of Arrow™, Barrigel™, Deknatel™, QuikClot™, LMA™, Pilling™, Rüsch™, UroLift™ and Weck™ – trusted brands united by a common sense of purpose.
 
At Teleflex, we are empowering the future of healthcare.  For more information, please visit teleflex.com.

 

OEM – Teleflex Medical OEM is a leading global provider of product development and production services for medical device manufacturers. We set ourselves apart with deep expertise, decades of experience, a dedication to design for manufacturability, and extensive, in-house capabilities, which include engineering, regulatory services, material selection and formulation, prototyping, manufacturing, assembly and packaging. We deliver industry-changing innovations and next-generation solutions for extrusions; diagnostic and interventional catheters; balloons and balloon catheters; sheath/dilator sets; specialty sutures, braids and fibers; and bioabsorbable sutures, yarns and resins. Join a dynamic, growing team that offers healthcare providers an array of medical technology solutions that make a difference in patients’ lives.

Position Summary

The Customer Service Specialist will be the focal point with customers, internal and external, to build and manage trusting working relationships to drive profitable economics for the customer and the Teleflex Medical OEM business. The position will manage activities across multiple functional areas to connect the operational processes and provide the customer with timely and accurate information and products. Responsible for managing the full cycle of made-to-order customer requirements, including the front-end order intake processes, product revision determination, quote validation and back end receivables activity. This position is one of the primary faces of the Teleflex Medical OEM business and is critical to managing customer expectations. 

Principal Responsibilities

•    Build and manage customer relationships to be seen as the first point of contact from the customer’s perspective. Make independent decisions on issues of escalation and resolution. 
•    Primary solutions provider for sales reps to manage customer activities/requests; review customer concerns, provide summary of open activities, reach out to customers for problem solving and provide customer reports as established. 
•    Manage the operational impacts for a specific manufacturing plant as it relates to customer made-to-order requests; serve as the primary owner within the Customer Service Team to root cause open activities, gather clear/concise feedback on issues, remove barriers to complete open orders and raise concerns through the organization. Primary point of customer contact in the absence of the denoted sales representative.  
•    Manage the full purchase order intake process with external customers: identify proper quotes, order process activities within SAP, work with functional areas to schedule product manufacturing, review of customer specifications with engineering, shipping, customer complaints, returns, recalls and accounts receivable.  
•    Represent Customer Service on weekly update review meetings with primary plant via open purchase order review, identify issues, raise questions/concerns and obtain/drive solution. Prepare and analyze reports to lead the discussions and manage processes to deliver on customer commitments. 
•    Manage backorders; identify issues, seek solutions and communicate resolutions to the customer. 
•    Manage customer expectations and contractual obligations by creating, analyzing and preparing external customer scorecards. Prep/review and travel with the sales rep and lead the scorecard discussions in the customer meeting to drive understanding of level of service being provided compared to customer expectations.  
•    Own new customer account setups via obtaining critical customer data required and manage the process timely through Teleflex Medical OEM internal processes. 
•    Become fluent in customer relationship management for team partner. Act as a daily backup for one another to mitigate backlogs on sporadic high volumes. Serve as backup when partner is out of the office.  
•    Maintain a positive profe