Customer Solutions Representative

REPORTS TO:              Corporate Director of Customer Operations

DIRECT REPORTS:   6

DESCRIPTION

The Customer Solutions Representative is the single point of contact for all assigned account customer inquiries and the recognized resident expert for their assigned customer base as well as the Voice of the Customer within the organization. 

RESPONSIBILITIES

Quote Management

  • Enter quote information into ERP (Oracle)
  • Ensure all necessary information is provided by the customer in order to complete the quote
  • Provide any historical data to assist with the quote process
  • Follow up with internal and external customers from start to finish / from win to loss
  • Progress Quote in ERP as appropriate (Draft, Pending Customer Acceptance, etc.)
  • Facilitate calls with customers as needed
  • Present quotes to customers as assigned
  • Ensure any manufacturing exceptions are communicated effectively to the customer
  • Store all related documents to the shared network 

Order Management

  • Ensure order meets standard terms for clean order booking and proper revenue recognition
  • Facilitate customer set up documentation for new customers 
  • Coordinate new item process on new products (verifying proper part #, drawings, price and revision)
  • Enter purchase order into appropriate ERP (Oracle, JDE, IQMS) and perform Order verification
  • Store all order related documents to the shared network as appropriate
  • Verify scheduled ship dates with Planning and confirm to customer as appropriate
  • Provide sales order acknowledgment to customer
  • Facilitate customer calls related to order process (first article, new product development, quick turns, etc.)
  • Process Consignment Move Orders and Kanban releases as required
  • Process Customer Supplied Material orders as necessary
  • Manage Expedite Requests and facilitate delivery and charges with associated facilities
  • Process Sample Orders and coordinate delivery with appropriate sites
  • Field Late Notification from facilities and communicate information to customer as required
  • Coordinate Ship Change Notifications to facility as appropriate
  • Create Change Order requests on existing orders and process accordingly
  • Provide Change Order Acknowledgment to customer as necessary
  • Manage short shipment / overages from the facilities; seeking approval from the customer if needed
  • Coordinate Temporary Deviation Requests and associated conference calls as needed
  • Follow up with sites regarding NRE invoice lines on dates committed for billing
  • Post shipment follow-up with regards to missing paperwork, delivery delays, etc.
  • Assisting Shared Services in collecting past due invoices as needed
  • Run order related reports (i.e. – Open Orders) as necessary and distribute accordingly

Additional Duties and Tasks

  • Audit support (TUV, Shared Services, Internal Audits, etc.)
  • Entering and coordinating RMA’s as necessary
  • Processing Credits on behalf of the customer (i.e. – Qty Variance, Pricing, Freight, etc.)
  • Customer Scorecard receipt, analysis, and distribution
  • Consignment Billing and Reconciliation (including annual physical inventory)
  • Customer Forecasting and analysis
  • Managing customer portals (iSupply, SNC, Ariba) as required
  • Assist in the processing of Non-Disclosure Agreements as well as customer contracts
  • Assisting with Quality Supply Agreements
  • Coordinating completion of Customer Supplier Surveys (Request For Information)
  • Customer visits for relationship development and business reviews
  • Site visits for capabilities training and development
  • Coordinate label and IFU changes (assist in facilitating meetings, communicate changes, etc.)
  • Maintain customer contacts and run reports as necessary in support of CRM
  • Basic understanding of 510k and CE mark (where required)
  • Process rebates for specified customers
  • Update pricing information within ERP as required
  • Update customer address/billing changes in ERP as necessary and notify appropriate parties
  • Work with Regulatory on all customer requests for RoHS, conflict mineral survey, etc

Environmental Working Conditions

  • Ability to travel globally on a limited basis, 10% of the time
  • Ability to analyze information and effectively communicate to customers and upper management
  • Ability to work in a demanding user environment

REQUIREMENTS

Qualifications:

  • Bachelor’s Degree (or equivalent business experience)
  • Sales and service acumen
  • Medical Device Manufacturing experience preferred
  • Experience reading and understanding design drawings and specifications preferred
  • Ability to communicate effectively across the organization throughout all levels both verbally and written
  • Ability to work independently as well as within a team
  • Demonstrated ability to be organized and adaptable to meet business deadlines in a dynamic environment
  • Customer focused, highly organized and able to manage multiple tasks simultaneously
  • Extreme responsiveness and resilient
  • Good problem solving skills
  • Strong computer skills (Microsoft Office products). Experience with Oracle and / or JDE is a plus

It is impossible to list every requirement or responsibility of any position.  Similarly we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time.  Therefore, the above job description is not comprehensive or exhaustive.   The Company reserves the right to adjust, add to or eliminate any aspect of the above description.  The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.

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ABOUT VIANT

At Viant, we focus on providing end-to-end solutions for medical device OEMs. Our deep materials expertise—combined with our experience in engineering, manufacturing, assembly, packaging, and sterilization—allows us to bring our customers’ healthcare solutions to market. We have facilities across the U.S. and around the world, including low-cost facilities in Costa Rica, China, Mexico, and Puerto Rico. Viant provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Viant complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.