Teleflex Customer Service Specialist in Mansfield, Massachusetts
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