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Integer Holdings Corporation · 1 month ago

Manager, Customer Operations

Trenton, GA

Full-time

Onsite

Mid Level

Integer Holdings Corporation is a leading medical device outsource manufacturer serving various medical markets. The Manager of Customer Operations will champion customer advocacy, develop relationships with Factory Direct customers, and ensure the execution of Customer Operations processes while leading a team towards achieving sales goals and improving customer service.

Health CareManufacturingMedicalMedical Device

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

Champions the voice of the customer as a member of the Site Leadership Team

Works with the Site Leadership team to instill customer advocacy within the facility

Serves as the voice of customer during customer production meetings and interactions with facility personnel

Represents Integer and the site to the customer and Sales as appropriate in conjunction with customer communication, visits and issue resolution

Partners with Customers and Sales organization to meet customer requirements and grow sales

Develops 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 with customers and other Integer functions (i.e. Sales, Customer Success) to fully understand customer requirements

Demonstrates responsiveness and leadership in interactions with customers, Sales and Customer Success

Provides information and input to the annual and monthly forecasting process, including reconciliation to the monthly facility forecast

Supports Customer Success group with information needs for contract review, order entry and confirmation process

Provides data for Quarterly Business Reviews and participate in reviews

Develops and manages sales goals for Factory Direct Customers

Coordinates with Customer Operations at other facilities to develop cross-facility sales opportunities

Ensures Customer Operations Processes are executed accurately and within established timeframes

Provides leadership to Customer Operations Team members including guidance, prioritization, training and support for daily activities

Drives team performance towards key metric targets, including Order Acknowledgement Cycle Time, Quote Cycle Time

Ensures adherence to all ISO Certification requirements; participate in Customer Service related audits as required (Quality, Finance, Customer, etc.)

Performs other duties as required

Qualification

Customer relationship managementSales goal developmentQuality Management SystemsProcess improvementLeadershipCollaborationCommunication

Required

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