Customer Solutions Representative/Inside Sales

Accellent, Inc. is a fully integrated provider of design, supply chain management and strategic sourcing services to the Medical Device industry. Accellent www.accellent.com, a recognized market leader, is a fast-growing outsource manufacturing and design solution company specializing in high growth areas such as Cardiology, Endoscopy and Orthopaedics. The top Medical Device companies partner with Accellent to provide innovation, advanced technology, speed to market, low cost labor and strategic sourcing. We’re looking for team players with a can-do attitude to share in our vision and corporate values. Accellent offers competitive salaries; a comprehensive benefits package, and a stimulating work environment. Currently, we are searching for a Customer Operation Specialist to join our Collegeville, PA facility. About the Opportunity: Position Summary: As a Customer Operations site representative, the Customer Operations Specialist (COS) will lead the coordinated communications between site Operations, Planning, Purchasing, Engineering and Quality to ensure that all customer expectations are met. This positions will work closely with Customer Solutions Representatives and Customer’s directly (where appropriate) to fulfill our customers’ needs with speed, accuracy, and exceptionally pleasant communication. Responsibilities: To work intimately with assigned, existing and/or potential internal and external customers, with all order management needs. Keeps records and generates reports on all phases of activities, including repeat quoting activity, forecasting, tracking order status, and managing the resolution of customer complaints. Primary site-based point of contact for customer service related issues, including the agreement of costs and schedule for projects. Ensures that the Order Confirmation and Repeat Quote process is executed accurately and within established time frames. Responsible for ensuring a smooth transition of new customers and/or new business with existing customers. Keeps informed on new products, services, and other general information of interest to customers Responsible for driving the continual improvement of all Site-Based Customer Operations Responsibilities and Accountabilities Be the internal customer advocate Plan and host Customer visits Critical Execution Factors: Quote and Order Management - Must be responsive and proactive in the repeat “quote-to-order” process and Order Management process, facilitating and executing each process within the established time-line. Customer Retention & Development– either working through a CSR, or directly with a customer (where appropriate), foster and develop customer relationships. Voice of the Customer & Accellent – must effectively interface with internal operations, CSR’s, Sales and Customers. Gathers and distribute appropriate information to all parties in a timely manner, leading the solution to customer issues. Forecasting – responsible for timely and accurate forecasting. Must understand the customer line-item forecast and apply that knowledge in the monthly business unit forecast. Accountability (measured by key metrics): Repeat Quote & Order Acknowledgement Cycle Time & Accuracy Fill Rate Performance & Communication (Late Notice Process Owner) Forecasting – Timeliness & Accuracy Communication, Response to Request – Response time Customer Satisfaction Index Complaint Management

Job Requirements:


Due to the expected number of responses, only those most qualified will be contacted. No recruiters please; all unsolicited third-party submissions will be rejected.

Accellent is an Equal Opportunity/Affirmative Action employer and we value diversity in our workforce. As such we provide equal opportunity for all applicants without regard to race, religion, gender, national origin, age, marital status, veteran status, or disability. To learn more about Accellent and our career opportunities, please visit us at www.accellent.com Job Code : 2488 # of Openings : 1 Travel Required : 0-10% Shift/Hours : First Shift (Day)