Customer Operations Leader

Quality Tech Services, LLC • Bloomington, MN

3d

About The Position

QTS offers critical end-of-line services for medical device OEMs including finished device assembly, packaging and sterilization management. QTS is part of the Cretex Medical family of companies. Learn more at www.qtspackaging.com and www.cretexmedical.com.
QTS is currently seeking an energetic, responsive, and well-organized full-time Customer Operations Leader. This position will be responsible for managing and directing the efforts of the Customer Service department to ensure customer satisfaction and loyalty while operating within the company’s quality, regulatory, and budgetary constraints. The Customer Operations Leader will work seamlessly with the Director of Sales and other leaders within the company, as well as leaders at other Cretex companies, to assist in higher-level customer opportunities that positively impact the company as well as the entire Cretex Medical organization.

Requirements

• Bachelor’s Degree in business or technical field
• 6 years of Business to Business, technical customer service experience
• 3 years of managing customer service and/or inside/outside sales
• Avid networker with a personal network of Medical Device customers, suppliers and thought-leader contacts
• A team leader who develops unity in a cross-functional team and fosters an honest and high-energy environment that creates a success-orientated spirit
• Confident and sophisticated communicator and expert negotiator of contracts/pricing, with well-developed writing and presentation skills.
• General knowledge of Medical Device product development process and terminology (sterilization, validations, change control, etc.)
• Knowledge of and experience working with ISO-based quality system(s) and FDA regulations
• Able to travel 10% of the time for business purposes
• Microsoft Office proficiency (Outlook, Word, Excel, PowerPoint, Publisher)
• Clear and effective verbal and written communication skills
• Attention to detail
• Organizational skills
• Ability to work in a fast-paced team environment
• Ability to prioritize and multitask
• Strong analytical, and critical-thinking skills
• Technical ability to identify problems and develop and implement action plans to resolve issues
• Aptitude and willingness to develop extensive knowledge of company capabilities, services, and processes

Nice To Haves

• Knowledge of packaging materials, package design, and/or packaging process
• Experience selling custom products and/or services
• Experience in high purity and/or cleanroom manufacturing
• Experience in product packaging and testing
• Experience in the medical device industry
• Familiarity with sterilization methods
• In-depth understanding of ERP, MRP systems

Responsibilities

• Manage, hire, and train personnel through goals, objectives, and performance measures, and provide coaching to team members to ensure effective team dynamics and mutual accountability
• Lead customer service teams while ensuring they are aligned with the cross-functional teams within the company and Cretex Medical
• Support escalations in the areas of production planning, scheduling, material management, and procurement
• Act as the backup to the Director of Sales and Business Development Managers for their customers as needed
• Support CAM’s in generating monthly and annual forecasts and provide updates/revisions to management as requested
• Support client development efforts of the team and manage client relationships and expectations to ensure their loyalty to the company
• Deepen relationships at all levels between the company and customer contacts
• Coordinate the involvement of appropriate company personnel, including operations, customer service, sales, quality, engineering, and management resources to meet customers’ expectations in QBRs, meetings and other events
• For specific accounts, act as a liaison between the company and the Director of Sales, Business Development Managers, Customer Service, and Cretex Medical Strategic Account Directors (site visits, QBRs, etc.)
• Work collaboratively and effectively with peers at sister companies, Director of Sales, Business Development Managers, Customer Service, and Cretex Medical Strategic Account Directors
• Resolve challenging business issues at all levels within the customer service department
• Utilize the company CRM database, including customer pipeline opportunity tracking and reporting
• Support and comply with the company Quality System, ISO, and medical device requirements
• Read, understand, and follow work instructions and standard work
• Assist Quality as requested to help coordinate the resolution of customer complaints

Benefits

• Our 401k retirement savings plan with a company match contribution; onsite health clinics, discretionary holiday bonus program (based on years of service), Cretex University, 24/7 employee assistance program with access to five confidential visits with a licensed counselor at no cost, wellness program with incentives, an employee death benefit, and employee sick and safe leave are available to all Cretex employees.
• Cretex’s medical benefit package includes: comprehensive medical insurance with access to virtual providers; dental insurance (Little Partners Dental benefit covers services 100 percent for children 12 and younger when seen by a Health Partners in network provider); vision insurance; a pre-tax health savings account, healthcare and dependent care pre-tax reimbursement accounts; paid holidays, paid time off; and our discretionary profit sharing program are available to employees working 20+ hours/week.
• Parental Leave, accident and critical illness benefits, optional employee, spouse, and child life; short and long term disability; company provided life insurance; and tuition assistance programs are available to employees working 30+ hours per week.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees