Customer Excellence Manager
About the Role
Vantage MedTech is a full-service outsourced manufacturer of Class II and Class III electro-mechanical capital equipment to the medical device industry. The Customer Excellence Representative plays a critical role in supporting the CE team's mission by ensuring every customer interface is optimized for quality and reliability to build long-term relationships and customer loyalty. The CER will work closely with the Manufacturing, Business Development, and Customer Excellence teams to support day-to-day operations, keep processes running smoothly, and ensure timely customer communication.
Responsibilities
- Anticipate customer needs to consistently exceed customer expectations
- Ensure a fast, accurate, and professional response to customer requests
- Escalate customer concerns appropriately while driving timely and effective customer communication
- Maintain and verify accurate records across internal software systems
- Lead addressing customer requests and coordinating deliverables for assigned accounts
- Work closely with the Manufacturing team to understand and communicate manufacturing order status updates
- Support Commercial team with onsite customer visit execution, which may include travel logistics, meal arrangements, facility tours, and other onsite preparations
- Collect and report Key Performance Indicators (KPIs) to CE Director on a reoccurring basis
- Identify improvements in customer experience, communication flow, order accuracy, internal processes, and data integrity
- Drive the implementation or enhancement of ERP/CRM workflows related to customer experience
Qualifications
- 3-5 years of experience in medical device or pharmaceutical upstream or downstream marketing
- Must be local to Olathe, KS and able to work in Vantage's Olathe office full time
- Demonstrated ability to independently manage multiple priorities with accuracy
- Able to form strong working relationships across Manufacturing, Operations, and Customer Experience teams in a manufacturing environment
- Strong communication skills, both written and verbal
Key Competencies
- Ability to manage multiple priorities in a fast-paced environment
- Strong attention to detail with high standards for accuracy
- Collaborative, professional, and a proactive self-starter
- Candidates must be authorized to work in the U.S., be fluent in English, and possess excellent communication and interpersonal skills
Benefits
- Health insurance
- Paid vacation
- Paid paternity leave
- 401k retirement plan with company match
Vantage has recently expanded both the New Jersey and Kansas facilities with the distinct vision and financial resources to execute on its growth platform. Organizational exposure while working closely with all members of the Commercial and Operations teams. An opportunity to positively impact the lives of patients who will be treated by the medical devices Vantage designs and manufactures.