Customer Operations Specialist

Accellent, Inc. is a fully integrated provider of design, supply chain management and strategic sourcing services to the Medical Device industry. Accellent www.accellent.com, a recognized market leader, is a fast-growing outsource manufacturing and design solution company specializing in high growth areas such as Cardiology, Endoscopy and Orthopaedics. The top Medical Device companies partner with Accellent to provide innovation, advanced technology, speed to market, low cost labor and strategic sourcing.  We’re looking for team players with a can-do attitude to share in our vision and corporate values. Accellent offers competitive salaries; a comprehensive benefits package, and a stimulating work environment.  Currently, we are searching for a Customer Operations Specialist to join our Upland, CA facility. About the Opportunity: The Customer Operations Specialist is the link between understanding our clients needs, our local manufacturing team and our corporate customer operations team.   As a member of the leadership team within the facility, the Customer Operations Specialist is responsible for acting as an advocate for the customer and instilling customer advocacy within the facility. Key Accountabilities Ensure timely, accurate response for customer requests such as repeat quotes, pricing, and delivery information.  Ensure the proactive management of order status information and updates to the CSR Team. Generate monthly line item forecast of existing business for first 90 days of 15 month rolling forecast and actively participate in forecasting the remaining 12 months. Work with facility personnel to meet customer requests for items such as order expedites and change requests. Serve as the voice of the customer during production meetings and interactions with Buying/Planning, Quality, Accounting, and other groups Provide input and quality/delivery data for Quarterly Business Reviews and Revenue by Customer reports and participate in all reviews.  Communicate with Sales, CSR’s and customers as needed to understand customer’s demand and requirements. Ensure adherence to all ISO certification requirements and participate in site audits as required. Ensure that all customer contractual obligations are implemented and maintained as required by the Customer Operations Team. Participate in and sustain process improvements within Customer Operations functions and adjacent groups. Provide backup and support to other COS’s on the team.   Key Objectives   1.  Timely response to CSR requests or inquiries 2.  Proficient with all Accellent revenue reports and systems 3.  Provide quote responses in a timely fashion based upon quote type 4.  Complete purchase order approval process at the facility within the set goal 5.  Proactive customer order status notifications provided in prescribed time and manner   Environmental Working Conditions   1.  Limited travel (less than 10%) 2.  Light work – exerting up to 20 lbs of force

1.  Customer focused and comfortable being the “voice of the customer” at the site 2.  Highly organized and able to manage multiple tasks simultaneously 3.  Strong problem solving skills 4.  Ability to work well under pressure and willing to “go the extra mile” for the customer 5.  Strong written and verbal communication skills to effectively interact with CSRs and other functional groups 6.  Ability to clearly communicate issues and effectively use resources to efficiently determine a resolution 7.  Possess a thorough understanding of company strategy and capabilities 8.  Ability to work under remote management and as a team player 9.  Strong computer skills (Microsoft Outlook, Excel, Word & PowerPoint). Experience with Oracle is a plus. 10. Bachelor’s degree in business or related field. 11. Experience reading and understanding blue prints is a plus.