Customer Experience Manager

At Medical Device Components, we pride ourselves on being more than just a place of work. We are a vibrant, innovative team committed to making a difference in the world of medical device components by enhancing the lives of patients worldwide by delivering innovative, high-quality medical components to the MedTech industry.

Be a part of a team dedicated to playing a role in creating solutions that make a real impact. Your work will contribute to improving lives.

We offer a comprehensive benefits package designed to support our associates' well-being. Our health and wellness benefits feature comprehensive medical, dental, and vision insurance. To promote financial security, we also provide a 401(k) plan with generous company contribution and match, flexible spending accounts, and life and disability insurance. Our paid time off policy is generous including PTO, sick leave, and paid holidays.

Be a part of our team today!

Customer Experience Manager

100,000.00 - 125,000.00 USD Annual

Job Purpose

Responsible for managing MDC accounts with a focus on delivering an excellent customer experience (internally and externally), ensuring customer retention, and managing growth opportunities. This role will oversee the inside sales team and account manager(s) responsible for smaller revenue accounts. This person will provide leadership, direction, and solution-oriented thinking to link the customers with the MDC operations teams. This individual will ensure advocacy for the customer and work closely with internal stakeholders to provide solutions that fulfill MDC customers’ needs with speed, accuracy, and exceptional communication.

Principal Accountabilities

• Monitor all related policies and procedures associated with the customer service effort for MDC’s customers. This includes existing and new/potential customer product and service requirements, timely and accurate order entry, all metal transactions, internal and external customer communications.
• Drive the inside sales and account management team to be customer and market application focused and eliminate all non-valued or redundant processes.
• Ensure account receivables and credit practices and procedures are adhered to and that customer shipment credit holds are resolved in a timely manner.
• Utilize strong interpersonal skills to develop effective business relationships with our global manufacturing sites and sales offices.
• Implement all aspects of the quality systems including ISO 9001 procedures and manage customer satisfaction data collection, customer scorecards, and analysis.
• Ensure that customer consignment balances are maintained and adequate to cover products ordered within the manufacturing lead-time.
• Communicate lead times and exceptions for all MDC manufacturing sites.
• Maintain KPI dashboards to ensure all metrics are met including issuing credits, order accuracy, quote turnaround, RMAs issues, PN approval.
• Identify and apply continuous improvement efforts for all areas of the business; raise the level of service to our internal and external customer base.
• Conduct visual compliance checks when approving new customers and/or new ship to addresses.
• Manage the global supplier relationship for all manufacturing sites, including Royston and West Whiteland, to manage direct customer shipments from those sites.
• Assist in escalating line down situations during constrained supply.
• Maintain account listing by sales coordinator to ensure workload is balanced.
• Responsible for establishing performance standards for the team and monitoring performance. This includes establishing skill levels and a training matrix to address growth opportunities and gaps within staff.
• Responsible for maintaining relationships with all smaller revenue contract manufacturer customers to ensure we growth.
• Understand customer requirements to hold both the customer and MDC accountable to commitments.

Qualifications/Knowledge/Experience

• Minimum 5 years of experience working in a sales or customer service environment
• Minimum 3 years of experience in a supervisory role demonstrating the ability to coach and motivate a high performing team
• Experience in a medical manufacturing industry
• Proficient Microsoft Office Skills and ability to create presentations and reports
• High levels of numeracy and attention to detail
• Strong interpersonal skills with the ability to influence and build strong relationships
• Change management experience

Personal Skills And Key Competencies

• Business Acumen: Using economic, financial, market, and industry data to understand and improve business results; using one’s understanding of major business functions, industry trends, and own organization’s position to contribute to effective business strategies and tactics.
• Planning and Organizing: Establishing courses of action for self and other to ensure that work is completed efficiently.
• Guiding Sales Opportunities: Developing strategic sales solutions and courses of action for customers that appropriately consider available facts, constraints, competitive circumstances, strategic priorities, and probable consequences; clearly connecting solutions to business needs.
• Authenticity: Gaining other people’s trust by demonstrating openness and honesty, behaving consistently, and acting in accordance with moral, ethical, professional, and organizational guidelines.

Medical Device Components is an equal opportunities employer and positively encourages applications from suitable qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, marriage or civil partnership or maternity, religion or belief.