Manager, Customer Operations

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

About Integer

• 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

• 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

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
• 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.