Sr. Customer Service Representative

Sr. Customer Service Representative

Viant Medical is a global medical device design and manufacturing services provider that partners and innovates with customers to provide the highest quality, life enhancing medical devices. With nearly 6,000 associates across 24 locations worldwide, we offer a unique combination of small-company service and attention with big-company resources. Together, We're in It for Life.

As a Sr. Customer Service Representative, you will perform customer service activities for internal and external customers. This person will be technically knowledgeable of the site's products, services and local processes and be able to use that understanding to provide solutions to customers' requirements. This position will ensure advocacy for the customer and work closely with Operations, Planning, Engineering, Quality, and Sales to provide solutions that fulfil our customers' needs with speed, accuracy, and exceptional communication. Also, will be responsible for executing standard and repeat quoting for the site and order management for assigned customers, interacting directly with them as appropriate.

What You'll Do:

• Support and uphold the Viant Values: Customer Oriented, Integrity, Servant Leadership, Own It, Teamwork, and Be Agile.
• Adhere to company policies and procedures.
• Records customer requirements in the ERP system.
• Champion the voice of the customer as appropriate within the site.
• Represent Viant and the site's needs to customers and Sales as appropriate during customer communications and issue resolution.
• Communicate with customers and other Viant functions to fully understand customer requirements.
• Prepare sales quotations for customers.
• Execute contract review for order entry process at the site level.
• Provide input for Quarterly Business Reviews and participate as required.
• Work with facility personnel (Planning, Operations and Purchasing) to meet customer requests for items such as order expedites and change requests.
• Work with Site Planning and Operations to establish and communicate standard product lead times.
• Communicate and monitor plans for expedite requests and recovery plans to Sales, Customers and Operations as required to meet commitments.
• Manage Customer returns and the RMA process.
• Coordinate the finished good item configuration to ensure revision, price, and specifications are accurate.
• Customer call point of contact for site level issue resolution.
• Prepare and arrange customer visits, business reviews, and audits at the manufacturing site.
• Collaborate with other site functions (Operations, Supply Chain, Engineering, Quality) to deliver on key metrics including On time delivery, Order Acknowledgement Cycle Time and Quote Cycle Time.
• Execute Customer Operations processes accurately and within established timeframes
• Ensures execution and follow-up of RMA actions in the system in case a customer complaint is made.
• Updates and maintains sales prices and customer information.

Qualifications and Education Requirements

• 2-5+ years of experience in Medical Device industry or related field.
• High school diploma required, bachelor's degree in international business or related field preferred.
• Ability to communicate effectively with all factions of the organization: sales, finance, quality, and engineering.
• Deadline driven professional with excellent internal and external customer service skills
• ERP experience required (IQMS is a plus)
• Lots of drive with an "eager to learn" attitude.
• Supply Chain Management or APICS Certification preferred.
• Knowledge and background in the Medical Device industry preferred

Benefits

• Medical, dental, and vision benefits-effective on date of hire
• Generous paid time off benefits and 10 paid Holidays
• Company-paid life insurance
• 401k plan with company match
• Low-cost nutrition and mental health visits
• Up to $150-off your gym membership annually
• Discounted Pet Insurances for your furry friends
• Access to individualized financial planning meetings
• Employee Discount Program with savings on electronics, home goods, gym equipment, and more
• Discounted family caregiving support

We offer market competitive compensation. Potential salary range for this role is $55k-$70k . Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.