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Manager, Customer Operations


This is a Full-time position in Trenton, GA posted February 22, 2021.

At Integer, our vision and values are embedded in everything we do!If you want to work for an organization that values customer focus, teamwork, respect, integrity, communication and innovation, apply now!Position Scope/Summary:The Senior Customer Operations Manager will be expected to provide leadership, direction, and solution-oriented thinking to the Customer Operations Team. This team will be technically 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, Technical Solutions, Customer Solutions, 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 service their quoting, order entry, and general service needs. This position will be a member of the Site Leadership Team and a key partner with the Director of Operations.The Senior Manager will be expected to 1) develop innovative solutions to unusually complex problems; 2) resolve conflicts between varying approaches; 3) exert influence in the development of overall objectives and long-range goals of an organization; 4) significantly impact decisions within a site and/or global functions. They will serve as an organization spokesperson on advanced projects, programs, operational decisions and contractual clarifications.Position Requirements:Champion the voice of the customer as a member of the Site Leadership Team.Work with the Site Leadership team to instill customer advocacy within the facility. Serve as the voice of customer during customer production meetings and interactions with facility personnel Represent Integer and the site to the customer and Sales as appropriate in conjunction with customer communication, visits and issue resolution.Partner with Customers and Sales organization to meet customer requirements and grow salesDevelop and foster customer relationships by working directly with Factory Direct customers and partnering with Sales and/or CSR’s for Strategic and Multi-Site customers Communicate with customers and other Integer functions (i.e. Sales, Customer Service, Technical Solutions) to fully understand customer requirements. Demonstrate responsiveness and leadership in interactions with customers, Sales and CSR’s. Ensure that all customer contractual obligations are implemented and maintained as required In relation to Corporate/Multi-site Customers:Provide information and input to Sales/CSR team as needed to grow sales and meet customer requirements.Provide data for Quarterly Business Reviews and participate in reviewsProvide information and input to the annual and monthly forecasting process, including reconciliation to the monthly facility forecast.In relation to Factory Direct Customers: Develop and manage sales goals for Factory Direct Customers Identify and develop sales growth opportunities for Factory Direct Customers Coordinate with Customer Operations at other facilities to develop cross-facility sales opportunities. Prepare and deliver sales presentations and customer visits to support sales efforts. Develop and administer customer contracts and supply agreements Responsible for timely and accurate forecasting for Factory Direct CustomersEnsure Customer Operations Processes are executed accurately and within established timeframesOrder Entry/ConfirmationExecute contract review and order entry process for Factory Direct CustomersSupport CSR group with information needs for contract review, order entry and confirmation processWork with Site Planning and Operations to establish and communicate standard product lead times.Change Order and expedite requestsWork with facility personnel (Planning, Operations and Purchasing) to meet customer requests for items such as order expedites and change requestsCommunicate and monitor plans for expedite requests and recovery plans to Sales, CSR’s, Customers and Operations as required to meet commitmentsQuotingExecute quotation process for Repeat and Standard ProductsSupport Technical Solutions group for New Product quotationsLiaison with TS on New Product quotations and new cost model development and deploymentConfiguration EngineeringExecute configuring items/BOMs/Routings to support CS and Operations.Manage configuration changes as required by customers, Customer Operations or Operations.Provide information and input to the quoting processAlign and maintain local processes and procedures with the Global Customer Operations processes and procedures. Work with the Customer Operations Team members to identify process improvement opportunities to better serve the customersLead and manage Site Customer Operations TeamEnsure that Customer Operations Team has the training and knowledge to utilize Oracle (or designated system) for quoting, order entry, and configuration engineering Provide leadership to Customer Operations Team members including guidance, prioritization, training and support for daily activities. Drive team performance towards key metric targets, including Order Acknowledgement Cycle Time, Quote Cycle Time Coordinate and maintain Customer Operations back up system within the team Ensure team adherence to all ISO Certification requirements; participate in Customer Service related audits as requiredEnvironmental Working Conditions:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Qualifications:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.* Minimum Education: Bachelor’s degree in business or a related field.* Minimum Experience: 7+ years’ experience in medical device or related field.