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 medium sized accounts and provide support leadership for accounts for their location.  The 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.  

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.
•    Coordinates meetings and general information exchange between customer and TE Medical Products.
•    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.  
•    Solicits bookings to support committed bookings level.  

What your background should look like

•    Minimum 1 year in sales, marketing, scheduling or customer service related position, preferably in a manufacturing organization or related technical experience.
•    BA or BS preferred.
•    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