Manager, Customer Operations

Integer Holdings Corporation • Trenton, GA

37d

About The Position

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. • Champions the voice of the customer as a member of the Site Leadership Team • Works with the Site Leadership team to instill customer advocacy within the facility. • Serves as the voice of customer during customer production meetings and interactions with facility personnel • Represents Integer and the site to the customer and Sales as appropriate in conjunction with customer communication, visits and issue resolution. • Partners with Customers and Sales organization to meet customer requirements and grow sales • Develops and fosters customer relationships by working directly with Factory Direct customers and partnering with Sales and/or Customer Success Enterprise for Corporate, Strategic and Multi-Site customers • Communicates with customers and other Integer functions (i.e. Sales, Customer Success) to fully understand customer requirements. • Demonstrates responsiveness and leadership in interactions with customers, Sales and Customer Success • Provides information and input to the annual and monthly forecasting process, including reconciliation to the monthly facility forecast. • Supports Customer Success group with information needs for contract review, order entry and confirmation process • Provides data for Quarterly Business Reviews and participate in reviews • Develops and manages sales goals for Factory Direct Customers • Coordinates with Customer Operations at other facilities to develop cross-facility sales opportunities. • Ensures Customer Operations Processes are executed accurately and within established timeframes Reports To: Director, Operations Location: Varies Career Band Level: P4/M2 Family: Customer Success FLSA Status: Exempt Discipline: Operations Date Revised: 05.17.23 Customer Operations Manager Integer Holdings Corporation (ITGR) is one of the largest medical device outsource (MDO) manufacturers in the world serving the cardiac, neuromodulation, orthopedics, vascular, advanced surgical and portable medical markets. The company provides innovative, high-quality medical technologies that enhance the lives of patients worldwide. In addition, it develops batteries for high-end niche applications in energy, military, and environmental markets. The company's brands include Greatbatch Medical, Lake Region Medical and Electrochem. Additional information is available at www.integer.net. 2 • Works with facility personnel (Planning, Operations and Purchasing) to meet customer requests for items such as order expedites and change requests • Executes quotation process for Repeat and Standard Products • Supports Strategic Product family group for New Product quotations • Provides leadership to Customer Operations Team members including guidance, prioritization, training and support for daily activities. Work with team to identify process improvement opportunities to better serve customers. • Drives team performance towards key metric targets, including Order Acknowledgement Cycle Time, Quote Cycle Time • Ensures adherence to all ISO Certification requirements; participate in Customer Service related audits as required (Quality, Finance, Customer, etc.) • Performs other duties as required. Our total rewards program is designed to attract, retain, and motivate associates to contribute to Integer’s success. Our compensation program includes base salary and a cash-based incentive program supporting our pay-for-performance philosophy. We provide a comprehensive benefits package with immediate eligibility including medical, dental, vision, disability, life insurance, and adoption benefits. Parental leave is available after one year. Optional employee-paid programs include supplemental life insurance, critical illness, hospital indemnity and accident insurance. Employees are immediately eligible to participate in the 401(k) plan with company matching contributions. We provide 80 hours (10 days) of company designated holidays per year plus an annual allotment of paid time off. U.S. Applicants: Equal Opportunity Employer. In addition, veterans and individuals with disabilities are encouraged to apply. Integer Holdings Corporation (NYSE: ITGR) is one of the largest medical device contract development and manufacturing organizations (CDMO) in the world, serving the cardiac rhythm management, neuromodulation, and cardio and vascular markets. As a strategic partner of choice to medical device companies and OEMs, Integer is committed to enhancing the lives of patients worldwide by providing innovative, high-quality products and solutions. The company's brands include Greatbatch Medical® and Lake Region Medical®. Additional information is available at www.integer.net. Integer Holdings Corporation (“Integer”) is an equal opportunity employer. We do not discriminate based on race, color, sex, religion, national origin, and on any other protected characteristics. We celebrate our many differences and remain committed to providing an inclusive workplace free from harassment and discrimination. Integer does not discriminate against any applicants or employees because he or she is a disabled veteran, Armed Forces service medal veteran, recently separated veteran, or active-duty wartime veteran, campaign badge veteran, referred to collectively as "Protected Veterans." It is also the policy of Integer to employ and to advance in employment, all people regardless of their status as individuals with disabilities. All employment decisions are based only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation, and selection for training, including apprenticeship, at all levels of employment. Additionally, Integer provides reasonable accommodations to qualified job applicants and associates who need them for medical or religious reasons. If you are interested in applying for an employment opportunity with Integer and believe you will need an accommodation for the application or job interview processes, please contact us at [phone] or via [email protected] so that we may discuss appropriate adjustments to our processes to enable you to be considered for a job opening. This phone number and email address is strictly for the purpose of making a request for an accommodation. Status updates on your application cannot be provided to you through this phone extension or email. For status updates, please log in to https://integer.wd1.myworkdayjobs.com/en-US/External/login For remote eligible job postings, all work should be performed entirely outside of Alaska, California, Hawaii, Maine, Montana, and Washington. To review the Integer U.S. Applicant Privacy Statement click here. Thanks for your interest in working on our team!!

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.
• Champions the voice of the customer as a member of the Site Leadership Team
• Works with the Site Leadership team to instill customer advocacy within the facility.
• Serves as the voice of customer during customer production meetings and interactions with facility personnel
• Represents Integer and the site to the customer and Sales as appropriate in conjunction with customer communication, visits and issue resolution.
• Partners with Customers and Sales organization to meet customer requirements and grow sales
• Develops and fosters customer relationships by working directly with Factory Direct customers and partnering with Sales and/or Customer Success Enterprise for Corporate, Strategic and Multi-Site customers
• Communicates with customers and other Integer functions (i.e. Sales, Customer Success) to fully understand customer requirements.
• Demonstrates responsiveness and leadership in interactions with customers, Sales and Customer Success
• Provides information and input to the annual and monthly forecasting process, including reconciliation to the monthly facility forecast.
• Supports Customer Success group with information needs for contract review, order entry and confirmation process
• Provides data for Quarterly Business Reviews and participate in reviews
• Develops and manages sales goals for Factory Direct Customers
• Coordinates with Customer Operations at other facilities to develop cross-facility sales opportunities.
• Ensures Customer Operations Processes are executed accurately and within established timeframes
• Works with facility personnel (Planning, Operations and Purchasing) to meet customer requests for items such as order expedites and change requests
• Executes quotation process for Repeat and Standard Products
• Supports Strategic Product family group for New Product quotations
• Provides leadership to Customer Operations Team members including guidance, prioritization, training and support for daily activities. Work with team to identify process improvement opportunities to better serve customers.
• Drives team performance towards key metric targets, including Order Acknowledgement Cycle Time, Quote Cycle Time
• Ensures adherence to all ISO Certification requirements; participate in Customer Service related audits as required (Quality, Finance, Customer, etc.)
• Performs other duties as required.

Benefits

• comprehensive benefits package with immediate eligibility including medical, dental, vision, disability, life insurance, and adoption benefits
• Parental leave is available after one year
• Optional employee-paid programs include supplemental life insurance, critical illness, hospital indemnity and accident insurance
• Employees are immediately eligible to participate in the 401(k) plan with company matching contributions
• We provide 80 hours (10 days) of company designated holidays per year plus an annual allotment of paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees