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

The Customer Operations Specialist performs customer service activities for internal and external customers. This person will be technically knowledgeable of the site’s products, services and local processes and be able to use that understanding to provide solutions to customer requirements. This position will ensure advocacy for the customer and work closely with Operations, Planning, Engineering, Quality, Customer Success and Sales to provide solutions that fulfil our customers’ needs with speed, accuracy, and exceptional communication. This position will be responsible for executing standard and repeat quoting for the site as well as order management for “factory direct” customers, interacting directly with their assigned “factory direct” customers as appropriate.

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.

 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.

 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.

 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

 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

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

Knowledge & S