Manager, Customer Operations

Integer Holdings Corporation•Hudson, MA

6d•$95,700 - $140,360•Onsite

About The Position

The primary purpose of this position is to manage professional employees as well as be accountable for the performance of the Customer Operations Specialist team, providing leadership, direction, and solution-oriented thinking to team, peers, and/or customers. This position will ensure advocacy for the customer and work closely with Operations, Planning, Engineering, Quality, and Sales to provide solutions that fulfill our customers’ needs with speed, accuracy, and exceptional communication. This position will work directly with “factory direct” customers to support their quoting, order entry, and general service needs, while assisting in the support of the Customer Success Enterprise accounts to enhance their overall Customer Experience with Integer and help drive long term relationships with Integer Enterprise customers. The manager will be a member of the Site Leadership Team and a key partner with the Director of Operations. The primary purpose of this job is to act as the site based customer champion and develop the unconstrained unit forecast for the S&OP process.

Requirements

Bachelor’s degree in business or a related field preferred.
7+ years’ experience in medical device or related field.
Sales and service acumen.
Medical Device Manufacturing experience preferred.
Experience reading and understanding design drawings and specifications preferred.
Ability to communicate effectively across the organization throughout all levels both verbally and written.
Ability to work independently as well as within a team.
Demonstrated ability to be organized and adaptable to meet business deadlines in a dynamic environment.
Customer focused, highly organized and able to manage multiple tasks simultaneously.
Extreme responsiveness and resilient.
Good problem solving skills.
Strong computer skills (Microsoft Office products).
Experience with Oracle and/or SAP is a plus

Responsibilities

Manages professionals and employees, providing leadership, guidance, prioritization, and training to ensure strong team performance aligned with policies and procedures.
Accountable for team results and adherence to ISO certification requirements; participates in audits as required.
Champions the voice of the customer as part of the Site Leadership Team, working to instill a culture of customer advocacy across the facility.
Represents Integer and the site to the customer and Sales as appropriate in conjunction with customer communication, visits and issue resolution.
Partners cross-functionally to meet goals and drive results with Customers and Sales organization to meet customer requirements and grow sales.
Develops innovative solutions 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 and collaborates effectively across functions with Sales, Customer Success, Planning, Operations, and Purchasing to meet customer needs including change requests, order expedites, and item-specific requirements.
Provides strategic input to business planning, aligning to the annual and monthly forecasting process and supporting data reconciliation with the facility forecast.
Supports operational excellence by supporting Customer Success group with information needs for contract review, order entry and confirmation process.
Leverages data for business insights by provides data for Quarterly Business Reviews and participate in reviews
Drives operational excellence by ensuring Customer Operations processes, such as quoting (Repeat, Standard, and New Product), order management, and communication timelines, are executed accurately and efficiently.
Develops and manages sales goals for Factory Direct customers and identifies cross-facility sales opportunities through collaboration with other sites.
Guides and influences effectively internal stakeholders (Sales, Customer Success) to understand customer requirements and demonstrate responsiveness in all interactions.
Applies understanding of how own team contributes to achievement of business results.
Establishes and monitors key performance metrics such as Order Acknowledgement Cycle Time and Quote Cycle Time to drive continuous improvement and customer satisfaction.
Ensures adherence to ISO certification requirements and participates in customer service-related audits (e.g., Quality, Finance, Customer).
Performs other duties as required.