Customer Solutions

Description

About Us:

Vantedge Medical is the premier metals-based med-tech solutions partner from concept to full-scale manufacturing. We are at the forefront of precision engineering and innovation, specializing in the development and manufacturing of vital components for medical markets such as Robotic Assisted Surgery, Orthopedics, Surgical Instruments, Dental, and more. Our teams work in unison, collaborating and problem-solving to serve the manufacturing needs of the top Medical Original Equipment Manufacturers (OEMs) around the globe. Making a difference in the lives of patients and their families drives us to go above and beyond every day. With a steadfast commitment to advancing medical technology, we take immense pride in the work we do.

About the Role: 

The Customer Solutions Team plays a pivotal role in delivering a customer experience by serving as the primary liaison between Vantedge Medical and its customers. This role requires an experienced, customer-focused professional who can build and maintain strong internal and external relationships, resolve escalations efficiently, and provide data-driven insights to enhance customer engagement. The ideal candidate will have a deep understanding of customer needs, possess strong problem-solving abilities, and collaborate effectively with cross-functional teams to drive strategic initiatives and process improvements. Success in this role requires excellent communication skills, a sense of urgency, a passion for continuous learning, innovation, and transformation. 

Requirements

Responsibilities

· Serve as the primary liaison between Vantedge Medical and our customers, delivering best-in-class experience, and creating superior value for our customers 

· Develop a deep understanding of assigned customers’ businesses and end products, acting as a trusted advisor and primary resource for our customers as well as gathering customer insights, identifying and enabling mutually beneficial outcomes for Vantedge and our customers

· Efficiently field customer interactions, process and acknowledge orders and open order reporting with accuracy 

· Represent Vantedge Medical in the most favorable manner, supporting business initiatives and processes such as complaint handling, expedites and de-expedites

· Track and analyze key account metrics, leverage available data, and provide data-driven insights to support strategic decision-making

· Facilitate customer issue resolution through identifying and drawing in the correct stakeholders and leaders in a professional manner to collectively resolve issues and complaints through designated processes

· Partner closely with Strategic Account Directors and Account Management to execute account strategies, perform business reviews, identify growth opportunities and key initiatives to drive long-term success 

· Proactively solicit, process, and communicate customer forecasts to internal stakeholders and provide customer with insights that will enable improved supply/demand planning

· Facilitate quote requests through designated estimating process, both repeat and new, and deliver as needed and/or in partnership with Commercial Team

· Build and maintain strong relationships across internal/external customer business units, and proactively address customer needs 

· Collaborate with cross-functional teams to optimize processes, improve service delivery, and identify new value-adding opportunities

· Drive continuous improvement initiatives by identifying process enhancements that contribute to a superior customer experience

· Stay informed about Vantedge Medical’s global capabilities, recognizing and leveraging opportunities to enhance customer engagement and growth

· Additional responsibilities as assigned to support business objectives

Requirements / Skills:

· Demonstrated alignment with Vantedge Medical’s core values: customer focus, integrity, accountability, collaboration, agility, and innovation

· Minimum of 2-year degree focused in Business, Customer Experience, Project Management or other related field

· Or, a minimum of 5 years experience in Customer Service oriented role in a medical contract manufacturing environment or equivalent manufacturing environment experience

· Accountability, autonomy, drive, and ownership of responsibilities and expectations in a fast-paced environment 

· Proactive, customer-focused mindset with a strong sense of ownership, and urgency

· Excellent communication skills (written and verbal), strong business acumen, and the ability to build trust and positively influence stakeholders at all levels

· Strong problem-solving abilities with a creative, solutions-oriented approach

· Highly organized and adaptable 

· Passion for learning, growth, and continuous improvement

· Strong proficiency in Microsoft Teams, Excel, PowerPoint, and Outlook

· ERP experience (including sales order entry and management)

· Excellent presentation and active listening abilities

· May require long periods of sitting and close visual acuity to perform activities such as: preparing and analyzing data/figures, viewing a computer screen and extensive reading

· Up to 5% travel based upon business need

What will put you ahead:

· Bachelor’s (4-year) Degree in related field

· Customer service experience with large medical OEM customers and/or customers in a highly regulated field

· Experience in Microsoft Power BI

· Demonstrated project management experience or business development experience

· Advanced analytical and presentation skills

· Metals industry experience

· Experience in pipeline reporting and pipeline management with Customer Relationship Management (CRM) software such as SalesForce, Hubspot, or Microsoft Dynamics 

· Experience using Infor Visual ERP software