Customer Relations Specialist

Position Summary:

Responsible for communication with customers in a professional, prompt and effective manner which includes responding to inquiries regarding quotes, orders, deliveries, concerns and complaints.

Essential Duties and Responsibilities:

The responsibilities outlined below represent the general scope of the position. Specific assignments and areas of focus may vary based on business needs, individual expertise, and operational priorities. Employees may be assigned primary responsibility for certain functions while supporting other activities.

• Be the front line of contact for all customers and provide day to day interaction and follow up with customers regarding quotes, orders, deliveries, concerns and complaints.
• Act as the daily contact and liaison for customers and provide accurate information and support to allow the customer to successfully manage their business.
• Provide professional, prompt and effective customer service through email and telephone communication.
• Responsible for accurate entry of data into the ERP system.
• Enter new sales orders within 24-48 hours of the order being received and provide customer with order confirmation and ship date.
• Enter new quote requests as required and follow up promptly with customers providing formal documentation pertaining to pricing and lead times.
• Research prior quote and order information details as necessary.
• Develop and track department metrics pertaining to performance, OTD, and average order turnaround time.
• Maintain and adhere to all business policies, company values, and procedures within the company.
• Manage and monitor sales activities to provide feedback to sales team.
• Proactively communicate and effectively partner with all departments to obtain necessary information to address and problem solve issues pertaining to customer inquiries, complaints and concerns.
• Communicate and effectively work with necessary departments to maintain customer priorities and ensure timelines are met and maintained for customer delivery dates.
• Proper and complete documentation of all data in ERP system and required paperwork.
• Update and implement operating procedures as required.
• Complete all documentation per ISO 13485 and FDA requirements.
• Department administrative duties as required.
• Provide backup support to receptionist duties for phone calls and visitors as needed.
• All other duties as assigned.

Knowledge, Skills & Competencies:

• 3 years of customer service experience in a manufacturing environment preferred.
• Ability to build rapport and strong working relationships with customers.
• Ability to communicate professionally both verbally and in writing.
• Ability to develop a sound understanding of the principles of the various products.
• Ability to deal with difficult customer situations.
• Experience is ISO/FDA environment preferred.
• Ability to learn how to read and interpret blueprints.
• Ability to investigate and problem solve customer issues and complaints.
• Computer literate in various software applications (i.e. Microsoft Office).
• Proficient in math, including the ability to add, subtract, multiply and divide.
• Knowledge of raw materials, production processes, and quality control.
• Ability to be highly accurate with a high attention to detail.
• Ability to read and comprehend work instructions.
• Ability to maintain a sense of urgency, handle stressful situations, multitask and ability to prioritize work.
• Ability to work in a team environment as well as autonomously.
• Ability to communicate and interact effectively, professionally and constructively.

Education, Certifications, and/or Licenses Requirements:

• High school diploma or equivalent

Work Environment:

• The noise level in the work environment is usually moderate.
• Includes exposure to sounds and noise levels that can be distracting or uncomfortable.
• Primary exposure is to office environment but may occasionally require exposure to shop floor environment.
• Work environment is temperature controlled.

The work environment described here is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Job Requirements:

• While performing the duties of this job the employee is regularly required to sit, stand or walk; use hands, handle, or feel objects, tools or controls; reach with hands and arms; talk and hear.
• Ability to lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Ability to sit and stand for up to 12 hours per day.
• Ability to view computer monitors for extended periods of time throughout the workday.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Why Join EXALTA? At EXALTA, we partner with leading medical technology companies to bring life-changing products to market. You will play a key role in building a culture of continuous improvement, enabling scalable growth, and helping deliver our mission: Together, we make MedTech better. EXALTA is an Equal Opportunity Employer. We respect every employee as an individual, and we hire and promote based on qualifications, performance, and potential - without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.