Teleflex Customer Service Specialist in Mansfield, Massachusetts

PRINCIPAL RESPONSIBILITIES:

  • Build and manage customer relationship to be seen as the first point of contact from the customer’s perspective. Make independent decisions on issues of escalation and resolution.

  • Primary solutions provider for sales reps to manage customer activities/requests; review customer concerns, provide summary of open activities, reach out to customers for problem solving and provide customer reports as established.

  • Manage the operational impacts for a specific manufacturing plant as it relates to customer made-to-order requests; serve as the primary owner within the Customer Service Team to root cause open activities, gather clear/concise feedback on issues, remove barriers to complete open orders and raise concerns through the organization. Primary point of customer contact in the absence of the denoted sales representative.

  • Manage the full purchase order intake process with external customers: identify proper quotes, order process activities within SAP, work with functional areas to schedule product manufacturing, review of customer specifications with engineering, shipping, customer complaints, returns, recalls and accounts receivable.

  • Represent Customer Service on weekly update review meetings with primary plant via open purchase order review, identify issues, raise questions/concerns and obtain/drive solution. Prepare and analyze reports to lead the discussions and manage processes to deliver on customer commitments.

  • Manage backorders; identify issues, seek solutions and communicate resolutions to the customer.

  • Manage customer expectations and contractual obligations by creating, analyzing and preparing external customer scorecards. Prep/review and travel with the sales rep and lead the scorecard discussions in the customer meeting to drive understanding of level of service being provided compared to customer expectations.

  • Own new customer account setups via obtaining critical customer data required and manage the process timely through Teleflex Medical OEM internal processes.

  • Become fluent in customer relationship management for team partner. Act as a daily backup for one another to mitigate backlogs on sporadic high volumes. Serve as backup when partner is out of the office.

  • Maintain a positive professional disposition in all customer situations, internal and external.

This position requires direct contact with an implantable device. ☐ Yes ☒ No