Manager, Customer Operations

About the role

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 focus, Innovation, Collaboration, Inclusion, Candor, and Integrity.

Responsibilities

• Manage professionals and employees, providing leadership, guidance, prioritization, and training to ensure strong team performance aligned with policies and procedures.
• Be accountable for team results and adherence to ISO certification requirements; participate in audits as required.
• Ensure decisions are guided by policies, procedures and business plan.
• Champion the voice of the customer as part of the Site Leadership Team, working to instill a culture of customer advocacy across the facility.
• Represent Integer and the site to the customer and Sales as appropriate in conjunction with customer communication, visits and issue resolution.
• Partner cross-functionally to meet goals and drive results with Customers and Sales organization to meet customer requirements and grow sales.
• Develop innovative solutions and foster 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.
• Communicate and collaborate effectively across functions with Sales, Customer Success, Planning, Operations, and Purchasing to meet customer needs including change requests, order expedites, and item-specific requirements.
• Provide strategic input to business planning, aligning to the annual and monthly forecasting process and supporting data reconciliation with the facility forecast.
• Support operational excellence by supporting the Customer Success group with information needs for contract review, order entry and confirmation process.
• Leverage data for business insights by providing data for Quarterly Business Reviews and participating in reviews.
• Drive 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.
• Develop and manage sales goals for Factory Direct customers and identify cross-facility sales opportunities through collaboration with other sites.
• Guide and influence internal stakeholders (Sales, Customer Success) to understand customer requirements and demonstrate responsiveness in all interactions.
• Apply understanding of how own team contributes to achievement of business results.
• Establish and monitor key performance metrics such as Order Acknowledgement Cycle Time and Quote Cycle Time to drive continuous improvement and customer satisfaction.
• Ensure adherence to ISO certification requirements and participate in customer service-related audits (e.g., Quality, Finance, Customer).
• Perform other duties as required.
• Manage professional employees and be accountable for the performance of the Customer Operations Specialist team, providing leadership, direction, and solution-oriented thinking to team, peers, and/or customers.
• Ensure advocacy for the customer and work closely with Operations, Planning, Engineering, Quality, and Sales to provide solutions that fulfill customers’ needs with speed, accuracy, and exceptional communication.
• 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.
• Serve as a member of the Site Leadership Team and a key partner with the Director of Operations.
• Act as the site based customer champion and develop the unconstrained unit forecast for the S&OP process.

Requirements

• Minimum Education: Bachelor’s degree in business or a related field preferred.
• Minimum Experience: 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.

Benefits

• Comprehensive benefits package with immediate eligibility including medical,