Customer Account Specialist

Job Description

Job Description

Join Our Team at Tegra Medical!

We’re a trusted contract manufacturer for some of the biggest names in the medical device industry. Known for taking on complex projects that others can’t, we pride ourselves on precision and innovation. Headquartered in Franklin, MA, Tegra Medical is part of the global SFS Group, based in Heerbrugg, Switzerland. Together, we’re shaping the future of healthcare.

Job Summary

The Customer Account Specialist is a forward-facing role to the Customer. This role requires strong relationships with customers and other Tegra Medical functions. The Customer Account Specialist focuses on the individual needs and requirements of their customer portfolio supplying them with timely information to help them better manage their business. The Specialist performs and coordinates activities by entering, managing, storing, retrieving, integrating, and communicating information for distribution to the customer – The CAS will be the primary contact for all actions that require a liaison between manufacturing, quality, engineering, and customers. The CAS will also work alongside the sales team to coordinate day to day activities between supply chain, manufacturing, quality, and customers.

Role and Responsibilities

• Relate with customers to understand what their specific needs are, to enable the company to meet those needs.
• Update and inform the production team and management about what clients expect, to enable the company meet up with its goal of providing top level customer satisfaction.
• Execute pricing strategies.
• Receive and enter purchase orders according to predetermined criteria. Provide expected shipment dates to customers.
• Work within Customer portals for PO acquisition and order confirmations.
• Process changes as requested by the customer or that occur during the manufacturing process as required.
• Take lead in resolving customer issues engaging Sales Managers as needed.
• Troubleshoot and work to resolve issues with all internal functions.
• Enter Customer Complaints into system: facilitate the needs between customer and Tegra Medical when necessary.
• Receive and review requests for quotations on existing or new products - Entering RFQ system or forwarding to appropriate individuals (Applications Engineering Team, GTC Program Managers, QWT Team) and follow-up as needed to close out.
• Work with Supply Chain to have orders scheduled in alignment with customer request dates and current manufacturing lead times.
• Monitor customer open orders and contact as needed for new Purchase Orders aligning with current lead times.
• Create job/order folder collating necessary copies of prints and/or specs.
• Responsible for generating updated quotes for customer products.
• Enter new customers into system and field calls from customers looking for technical guidance
• Contact customer with problems/questions that occur during manufacturing and negotiate possible solutions.
• Assist all Customer Service team for coverage, call center inquiries, order entry and job launch processes as required.
• Support AP department with follow up inquiries on overdue invoices.
• Switchboard coverage as needed.
• Additional duties and responsibilities as required.

Qualifications

• Excellent telephone etiquette, verbal communication skills and typing skills.
• Must be able to manage multiple priorities, have strong decision-making capabilities and the capacity to handle confidential information.
• Must be able to thrive in an extremely fast-paced environment, have a strong sense of urgency and a demonstrated passion for the customer.
• Strong service-oriented attitude, professionalism in communications, poise, tact and diplomacy is necessary.
• Knowledge of Microsoft office (word, excel, outlook) and order entry systems is required.

Education Requirements

High School Diploma or equivalent is required. A minimum of three (3) years related experience in a customer service setting that includes order entry and return processing is required.

Physical Requirements

• Frequent performing repetitive work.
• Occasional lifting (max. 40 lbs.)
• Occasional carrying (max. 40 lbs.)
• Subject to physical hazards from moving equipment and machine parts.
• Constant safety glasses in the floor.
• Full PPE as needed.
• Frequent standing.
• Occasional sitting, walking, pushing, pulling, reaching.
• Regular attendance in the office is required

What We Offer:

• On-the-job training and advancement opportunities
• Competitive hourly wage
• Great benefits like health, dental, vision, life, and disability insurance; 401K and much more.
• Paid time off, sick time and holiday pay
• Employee Assistance Program/ Tuition Reimbursement