Customer Operations Specialist

Work Schedule

8:00am to 5:00pm Monday to Friday

What You Will Do In This Role

The Customer Operations Specialist I performs assignments in a professional role that supports customer service activities for internal and external customers. Under the guidance and direction of colleagues and manager, this person will be knowledgeable of the site's products, services and local processes and be able to use that understanding to provide solutions to customer requirements. This position will ensure advocacy for the customer and work closely with Operations, Planning, Engineering, Quality, Customer Success and Sales to provide solutions that fulfil our customers' needs with speed, accuracy, and exceptional communication.

The Customer Operations Specialist I applies general business knowledge developed through guidance or past experience to complete routine order management and communication tasks. Information is exchanged with customers and internal stakeholders through clear communication, asking questions, and checking for understanding. This position will be responsible for executing standard and repeat quoting for the site as well as order management for "factory direct" customers, interacting directly with their assigned "factory direct" customers as appropriate.

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.
• Receives instruction, guidance, and direction from senior team members and management while developing capabilities in customer communication and service delivery.
• Assists with processing customer orders, standard quotations, and order entry using defined procedures and tools.
• Supports customer communication by responding to routine inquiries and requests with guidance from others.
• Partners with more experienced Customer Operations Specialists and cross-functional teams (Sales, Planning, Quality, etc.) to meet customer requirements.
• Participates in meetings and training sessions to build product knowledge and understanding of site processes.
• Coordinates internally to help support lead time communication, expedite requests, and routine updates to customers.
• Contributes to standard metrics such as Quote Cycle Time and Order Acknowledgement Cycle Time by executing timely and accurate transactions.
• Assists with document and data collection needed for audits, business reviews, or reporting under the guidance of a senior team member.
• Supports the execution of customer requirements by helping ensure item setup, pricing, and revisions are documented and up to date.
• Participates in continuous improvement activities by identifying small process enhancements or opportunities to improve accuracy and responsiveness.
• May participate in customer visits or audits to observe and support customer engagement at the site level.
• Performs other duties as assigned.

Education & Experience

Minimum Education: Bachelor's degree in business or a related field

Minimum Experience: 2+ years of experience in medical device or related field

Knowledge & Skills

Special Skills:

• 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).

Specialized Knowledge: Experience with Oracle and/or SAP is a plus

Benefits

• Base salary and cash-based incentive program supporting pay-for-performance philosophy
• Comprehensive benefits package with immediate eligibility including medical, dental, vision, disability, life insurance, and adoption benefits
• Parental leave available after one year
• Optional employee-paid programs include supplemental life insurance, critical illness, hospital indemnity and accident insurance
• Immediate eligibility to participate in the 401(k) plan with company matching contributions
• 80 hours (10 days) of company designated holidays per year plus an annual allotment of paid time off