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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.CustomerWe focus on our customers’ successInnovationWe create better solutionsCollaborationWe create success togetherInclusionWe always interact with others respectfullyCandorWe are open and honest with one anotherIntegrityWe do the right things and do things rightJob Summary: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.- Coordinate responses from various internal stakeholders as required to assist in responding to customer inquiries- Problem solve moderately complex issues and analyzes possible solutions using procedures, guides and best practices- Execute contract review for order entry process for all Integer sites where customers procure products from- Work with multi-Site Planning and Operations to establish and communicate standard product lead times and/or temporary lead time changes- Partner with Operations and Sales to meet/exceed the needs of the customers to enable more growth- Support Operations and Sales goals while championing the requirements of customers- Communicate any customer requests to appropriate internal decision makers and escalate when necessary to resolve issues (i.e. expedite requests, recovery plans, end of life, quality, etc.)- Support and participate in any continuous improvement efforts in Customer Success to standardize and simplify processes.- Support Sales and Operations with data requirements for customer visits, business reviews and/or audits- Provide feedback to counterparts as it relates to customers’ order requirements- Performs and ensures accurate data input for quotes and quote tracking reporting.- Review and receive approval from account owner/sites and enters dates and/or change notifications to customers (Late Notification, Change Order, Parts Change, pull ins, Push Outs).- Interfaces with internal stakeholders to coordinate return good activity.- Follows and ensures compliance with multi-site informal and Standard Operating Procedures.- Facilitate and may lead cross functional meetings and projects with internal stakeholders to resolve and avoid issues with customers.- Partners with internal and external stakeholders to provide seamless service and communication to our customers.- Serve as a primary point of contact for internal and external escalations and drive resolution.- Support and may lead continuous improvement and strategic initiatives- Understands key performance indicators and strives to meet/exceed expectations- Performs other duties as required.Education & Experience:- Minimum Education: Bachelor’s degree in business field or related field. Masters degree preferable- Minimum Experience: 7+ years of experience in medical device or related fieldKnowledge & Skills:- Special Skills:- Sales and service acumen-- Ability to work independently as well as within a team-- Medical Device Manufacturing Customer Service experience preferred-- Excellent verbal and written communication skills with the ability to communicate to all levels in the organization-- In-depth knowledge of order inquiry to cash process in a Medical Device organization or related field.-- Excellent problem-solving skills-- Extreme responsiveness and resilient-- Customer focused and ability to manage multiple tasks simultaneously.-- Demonstrated ability to be organized, act with urgency and adapt to meet deadlines in dynamic environment.-- Intermediate to advanced MS Office Word, Excel and PowerPoint skills-- Specialized Knowledge:- Experience with Oracle SharePoint and Vendor Managed platforms is a plusU.S. Applicants: EOE/AA Disability/Veteran
