Overview About Cretex Medical Cretex Medical is a leading contract manufacturer of precision components and assemblies for the medical device industry. Our customers view us as a trusted partner in the areas of injection molding, laser processing, metal stamping and device assembly. Learn more at www.cretexmedical.com. Position Summary The Customer Operations Leader will manage and direct the efforts of the Customer Service department to ensure a high level of customer satisfaction while operating within the company's quality, regulatory, and budgetary constraints. The Customer Operations Leader will work seamlessly with other leaders within the company and across Cretex companies to assist in higher-level customer opportunities. Responsibilities Manage, hire, and train personnel through goals, objectives, and performance measures and provide coaching to team members to ensure effective team dynamics and accountability Lead customer service teams while ensuring they are aligned with the cross-functional teams within the company and Cretex Medical Support Customer Service teams with escalations in the areas of production planning, scheduling, material management, procurement, etc. Support Customer Service Teams in generating monthly and annual forecasts and provide updates/revisions to management as requested Support customer development efforts and manage customer relationships and expectations to strengthen customers' loyalty to the company Deepen relationships at all levels between the company and customer contacts Coordinate the involvement of appropriate company personnel, including operations, customer service, sales, quality, engineering, and management to meet customer's expectations in QBRs, meetings and other events For specific accounts, act as a liaison between the company and the Account Managers, Business Development Managers, Customer Service, and Cretex Medical Strategic Account Directors (site visits, QBRs, etc.) Work collaboratively and effectively with peers at sister companies, Account Managers, Business Development Managers, Customer Service, and Cretex Medical Strategic Account Directors Resolve challenging customer issues working with Operations and other departments within the organization, to support all levels within the customer service department Utilize company CRM database including customer pipeline opportunity tracking and reporting Qualifications Bachelor's degree in business or technical field 6 years of Business to Business, technical customer service experience 3 years of managing customer service and/or inside/outside sales Avid networker with a personal network of Medical Device customers, suppliers and thought-leader contacts A team leader who develops unity in a cross-functional team and fosters an honest and high-energy environment that creates a success-orientated spirit Confident and sophisticated communicator and expert negotiator of contracts/pricing, with well-developed writing and presentation skills. General knowledge of Medical Device product development process and terminology (sterilization, validations, change control, etc.) Knowledge of and experience working with ISO-based quality system(s) and FDA regulations Able to travel up to 10% of the time for business purposes Microsoft Office proficiency (Outlook, Word, Excel, PowerPoint, Publisher) Detail-oriented, organized, and able to multitask Analytical thinker with problem-solving ability Collaborative team player in a fast-paced environment Ability to work in a manufacturing environment Desirable Criteria & Qualifications Experience in the medical device industry In-depth understanding of ERP, MRP systems What is it like to work at Cretex Medical? We recognize the contribution of every individual and promote growth, safety and security for all our employees. Cretex Medical values performance and pays competitive wages along with a rich benefit package. We offer a positivework environment with a focus on continuous improvement. Here are some of things that employees have said about working for Cretex Medical: "The culture at Cretex is collaborative. Everyone here is willing to help you whether it is a director, a machinist, or your boss. Everyone is always willing to help you figure out a project and get it done right." "I would tell potential interns that Cretex is a great company to work for. It has set a high bar for corporate culture as well as the quality of work you can do. I would definitely recommend it." "I learned that I really like the medical device industry. The importance and the gravity of what we do here is felt by the employees. You can have that passion in your work because you know what you are striving for is to save lives." We encourage you to explore the many opportunities Cretex Medical can offer you as a valued team member. Pay Range USD $97,900.00 - USD $146,900.00 /Yr.Pay Range Details This pay range reflects the base hourly rate or annual salary for positions within this job grade, based on our market-based pay structures. Actual compensation will depend on factors such as skills, relevant experience, education, internal equity, business needs, and local market conditions. While the full hiring range is shared for transparency, offers are rarely made at the minimum or maximum of the range. Company Benefits Compensation: This is a bonus eligible postion. All Employees: Our 401k retirement savings plan with a company match contribution; onsite health clinics, discretionary holiday bonus program (based on years of service), Cretex University, 24/7 employee assistance program with access to five confidential visits with a licensed counselor at no cost, wellness program with incentives, an employee death benefit, and employee sick and safe leave are available to all Cretex employees. 20+hours: Cretex's medical benefit package includes: comprehensive medical insurance with access to virtual providers; dental insurance (Little Partners Dental benefit covers services 100 percent for children 12 and younger when seen by a Health Partners in network provider); vision insurance; a pre-tax health savings account, healthcare and dependent care pre-tax reimbursement accounts; paid holidays, paid time off; and our discretionary profit sharing program are available to employees working 20+ hours/week. 30+ hours: Parental Leave, accident and critical illness benefits, optional employee, spouse, and child life; short and long term disability; company provided life insurance; and tuition assistance programs are available to employees working 30+ hours per week. (Some benefits are subject to eligibility criteria.) Applicants will receive consideration for employment regardless of their race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, veteran status, marital status, family status, status with regard to public assistance, or any other protected status as required by law. Our company uses E-Verify to confirm the employment and eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify. Apply here: https://www.aplitrak.com/?adid=YmJnZW5lcmljLjAzOTY3LjEwNTA2QGNyZXRleGNvbXAuYXBsaXRyYWsuY29t
