[Hiring] Customer Success Representative @Integer Holdings Corporation

Role Description

The primary purpose of this position is to perform customer service activities for internal and external customers. This person will be the principal contact for target customers across the breadth and depth of the Integer organization and will be knowledgeable on our product and service offerings. The Customer Success Representative will be the voice of the customer within the organization when working with multiple product categories and manufacturing sites. This position will require working collaboratively with Operations, Planning, Engineering, Quality and Sales to provide accurate and succinct solutions to customers in a timely manner. This position will be responsible for the end to end order management relationship with Global target customers as it relates to order delivery, executing on contracts and agreements, quoting for new and existing business and any projects that may require multi-site and sales coordination.

Qualifications

• Bachelor’s degree in business field or related field
• 3+ years of experience in medical device or related field

Requirements

• 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.
• Coordinate responses from various internal stakeholders as required to assist in responding to customer inquiries
• Problem solve moderately complex issues and analyzes possible solutions using procedures, guides and best practices
• Execute contract review for order entry process for all Integer sites where customers procure products from
• Work with multi-Site Planning and Operations to establish and communicate standard product lead times and/or temporary lead time changes
• Partner with Operations and Sales to meet/exceed the needs of the customers to enable more growth
• Support Operations and Sales goals while championing the requirements of customers
• Communicate any customer requests to appropriate internal decision makers and escalate when necessary to resolve issues (i.e. expedite requests, recovery plans, end of life, quality, etc.)
• Support and participate in any continuous improvement efforts in Customer Success to standardize and simplify processes.
• Support Sales and Operations with data requirements for customer visits, business reviews and/or audits
• Provide feedback to counterparts as it relates to customers’ order requirements
• Performs and ensures accurate data input for quotes and quote tracking reporting.
• Review and receive approval from account owner/sites and enters dates and/or change notifications to customers (Late Notification, Change Order, Parts Change, pull ins, Push Outs).
• Interfaces with internal stakeholders to coordinate return good activity.
• Follows and ensures compliance with multi-site informal and Standard Operating Procedures.
• Understands key performance indicators and strives to meet/exceed expectations
• Performs other duties as required.

Knowledge & Skills

• Sales and service acumen
• Ability to work independently as well as within a team
• Medical Device Manufacturing Customer Service experience preferred
• Ability to communicate effectively across the organization throughout all levels both verbally and written
• Good problem-solving skills
• Extreme responsiveness and resilient
• Customer focused and ability to manage multiple tasks simultaneously
• Demonstrated ability to be organized, act with urgency and adapt to meet deadlines in dynamic environment
• Strong computer skills including Microsoft Office products

Specialized Knowledge

• Experience with Oracle and Vendor Managed platforms is a plus

Benefits