CUSTOMER SERVICE SPECIALIST II

Job Overview

This position is the primary point contact and communication focal point between the customer and the production plants within the designated region. The job holder may be responsible for several big and key account  and provide support leadership for accounts for their location.  The senior customer care specialist is responsible for maintaining customer business relationships in order to provide an exceptional Customer experience.  The individual provides information and analysis to support business plans and strategies.  He/she acts in conjunction with Sales & Marketing teams to influence customer business decisions relating to TE Medical Products

Job Requirements

• Coordinates customer/TE Medical Products relationship. 
• Supports the clear and effective communication of customer expectations to the organization and demands accountability for performance to agreed operational level agreement to meet our service commitments. 
• Ensures customer report cards and JIT/MLA/Kanban agreements are summarized and understood. 
• Independently, or as a team member, investigates and resolves customer issues (delivery, price, quality, product and tooling information, etc.). 
• Takes complete ownership of problem resolution.
• Utilizes business knowledge to recognize sales opportunities and prevent the loss of existing business. 

• Provides timely, accurate, complete responses to customer or sales inquiries.  

• Teams with Field Sales, Business Segment Managers, Operations and other TE functions to satisfy customer requirements.

• Provides information and analysis on customer and market trends to Business Segment Manager. 

• Develops and presents strategies for addressing strategic customer issues, competitive threats, or to gain additional business.

• Coordinates meetings and general information exchange between customer and TE Medical Products.

• Is an active participant in customer visits to TE facilities and makes visits to customer locations when required.

• Represents the customer’s point of view during internal decision-making process.

• Assists Product Management in development of quotation proposals.

• Ensures accuracy of information in system, including requesting customer drawings and/or latest revision levels. 

• Works with customer and Sales to prepare and monitor monthly sales forecast by customer and product. 

• Solicits bookings to support committed bookings level. 

• Provides analysis on forecast and actual trends, and regularly communicates issues and implications to Operations and Business Segment Managers.

• Initiates formal NPI team activity and prepares initial information on new product order opportunities. 

• May lead NPI teams.
• Be willing to support the team for training new members and to take provisional supervision tasks as needed.

What your background should look like

• Minimum 3 years in sales, marketing, supply chain, or customer service related position inside medical industry, preferably in a manufacturing organization or related technical experience.
• BA or BS preferred.
• English level B1 minimum.
• Excel basic knowledge
• Organizational:  Strong organizational skills, ability to manage several tasks at once, ability to set priorities, time management, ability to lead meetings to drive action.  Ability to develop project plans and lead teams to improve business performance. 

• Interpersonal: Customer focused, good oral and written communication, ability to work under pressure and maintain composure in sometimes emotional situations, team player, flexible and adaptable to changing conditions, positive and professional attitude, ability to develop strategies for handling moderately complex customer issues

• Technical:  Basic knowledge of served market, products and key performance requirements for the market.  Ability to translate company goals to action plans for customer order management.  Basic knowledge of materials planning and order entry logic.  Basic knowledge of JIT/kanban ordering process and ability to manage kanban order process.  Basic knowledge of accounting principles to ensure accurate paperwork for customer invoicing.  Basic understanding of cost accounting to analyze product cost, ability to review a P&L statement.  Knowledge of ISO quality systems requirements.  Ability to audit conformance to procedures.  PC proficient (word processing, e-mail, spreadsheet, database & presentation software), ability to create presentation quality documents, ability to use MRP system, EDI system. 

Competencies