Customer Success Specialist

📋 Description

• • Integer Holdings Corporation is seeking a dedicated and customer-focused Customer Success Specialist to join our dynamic team. This remote role, based in the United States, is pivotal in ensuring our clients receive exceptional support and achieve their goals through our products and services. You will act as a primary point of contact for a designated customer base, fostering strong relationships and driving satisfaction.
• • As a Customer Success Specialist, your responsibilities will span a wide range of activities designed to support the customer lifecycle. You will be instrumental in investigating and providing essential technical information to address customer inquiries, ensuring timely and accurate responses. A key part of your role will involve participating in the onboarding of new accounts, which includes gathering necessary information and providing quotations where applicable. You will also facilitate the crucial documentation process for new customers and assist in establishing their credit limits, ensuring a smooth and efficient setup.
• • You will be responsible for entering and managing all Quotation Requests for your assigned customer base, maintaining meticulous records and ensuring all requests are processed accurately and promptly. A significant aspect of this role involves coordinating and managing Change Notifications, including late notifications, change orders, and parts changes, both to our enterprise customers and from customers to Integer (e.g., pull-ins, push-outs). This requires proactive communication and diligent follow-through.
• • Managing customer orders is a core function. You will interact closely with our site-based scheduling teams to confirm that orders are on track and that the promised ship dates align with customer expectations before confirming the order. You will be empowered to drive resolutions for any conflicts that arise, ensuring a seamless order fulfillment process.
• • Facilitating customer calls related to the order process, including first articles, new product development, and quick turnarounds, will be part of your regular duties. You will also coordinate the new item process for new products, meticulously verifying part numbers, drawings, and revisions to ensure accuracy and compliance.
• • Ensuring that enterprise customer orders adhere to long-term agreement requirements, including pricing and demand specifications, is critical. You will also manage Vendor Managed Inventory (VMI) for assigned enterprise customers. This includes conducting customer inventory analysis, managing replenishment processes, handling invoicing, and performing reconciliations as required. Your insights will be valuable in sales and operations meetings, where you will participate in reconciling inventory forecasts with manufacturing capabilities.
• • You will serve as a liaison for retrieving and assisting with customer forecast demand analysis, coordinating communication with your assigned customer base to clarify any discrepancies and ensure demand meets contractual agreements through diligent order management and analysis.
• • A crucial part of your role involves interfacing with both internal and external customers to coordinate return goods activity, monitoring the progress from initial contact through to final resolution. You will develop a basic understanding of the Quality and Regulatory requirements pertinent to your assigned customer base, ensuring all interactions and processes comply with relevant standards.
• • You will be expected to resolve customer inquiries and issues, or assist customers in working with the appropriate Integer personnel to find solutions. Providing support for Long Term Agreements for Enterprise Customers will also be a key responsibility. Furthermore, you will coordinate with the Corporate Finance department to resolve any invoicing issues between Integer and its customers.
• • You may be required to provide audit support for various audits, including customer, TUV, shared services, and internal audits. You will also provide information and analysis for Enterprise Customer Key Performance Indicators (KPIs) as requested, contributing to performance tracking and improvement.
• • Coordinating customer visits for relationship development and business reviews will be part of fostering strong partnerships. You will participate in Customer Service, Clinical, and manufacturing capabilities training as required to enhance your market, product, and customer service knowledge, which may include site visits to gain a deeper understanding of our operations.
• • You will assist in facilitating meetings, notifications, and other communications related to labeling and packaging changes. This role also involves performing other functions as required to support the broader team and company objectives. Integer Holdings Corporation is committed to fostering a culture that unifies, embraces uniqueness, and positions the company for long-term success, guided by core values of Customer focus, Innovation, Collaboration, Inclusion, Candor, and Integrity.