Customer Operations Manager

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

We focus on our customers’ success

Innovation

We create better solutions

Collaboration

We create success together

Inclusion

We always interact with others respectfully

Candor

We are open and honest with one another

Integrity

We do the right things and do things right

The primary purpose of this position is to provide leadership, direction, and solution-oriented thinking to the Site Leadership Team. This position will ensure advocacy for the customer and work closely with Operations, Planning, Engineering, Quality, 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 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. The manager will be a member of the Site Leadership Team and a key partner with the Director of Operations. The primary purpose of this job is to act as the site-based customer champion and develop the unconstrained unit forecast for the S&OP process.

Accountabilities & Responsibilities:

• Adheres to Integer Core Value 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
• Works with facility personnel (Planning, Operations and Purchasing) to meet customer requests for items such as order expedites and change requests
• Executes quotation process for Repeat and Standard Products
• Supports Strategic Product family group for New Product quotations
• Provides leadership to Customer Operations Team members including guidance, prioritization, training and support for daily activities. Work with team to identify process improvement opportunities to better serve customers.
• 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.

Education & Experience:

• Minimum Education: Bachelor’s degree in business or a related field.
• Minimum Experience: 7+ years’ experience in medical device or related field.

U.S. Applicants: Equal Opportunity Employer. In addition, veterans and individuals with disabilities are encouraged to apply.