Client Services Manager

Team: Customer Service

As a ProMed employee, you will contribute to the manufacture of products that have a significant impact on people’s lives. Through honesty, integrity, and collaboration, we strive to be the very best as we hire the very best.

ProMed was founded in 1989 addressing an industry need for cleanroom manufacturing of silicone components, specifically those having a medical application. We treat every component and finished device as though it will be used by a beloved family member or friend. We are dedicated to our customers and to our employees while helping to improve the health and well-being of people around the world.

POSITION SUMMARY

The Client Services Manager serves as the face of ProMed to our customers and is often the first line of contact with our customers. The Client Services Manager interfaces with customers by phone, email, or in person and properly processes customer requests. The Client Services Manager evaluates, processes, and expedites those requests in such a manner as to ensure enhanced customer satisfaction while meeting company goals. This position works under minimal guidance from management, and in cooperation with multiple departments throughout ProMed. The Client Services Manager ensures ProMed’s brand, philosophy, systems, policies, and procedures are properly implemented and observed.

ESSENTIAL DUTIES & RESPONSIBILITIES

Position duties and responsibilities include, but are not limited to the following:

• Builds, enhances and maintains relationships with customers through open, responsive, and professional communications;
• Proactively represents the customer by reaching out and maintaining a high level of customer satisfaction;
• Responsible for customer and department analytics; continuous improvement processes;
• Is the Subject Matter Expert (SME) for the customer service team and manages key strategic accounts;
• Receives and processes customer requests; including purchase orders and sales orders from sales representatives;
• Provides customers with accurate order confirmations in order to satisfy customer expectations; including meeting sales order promise dates;
• Acts as the liaison between our customers and our production operations with a high degree of personalized attention;
• Provides enhanced customer service by determining and assisting customer needs while providing answers in a timely manner in order to reduce customer down time;
• Maintains the integrity of our Enterprise Resource Program (ERP) System by identifying inaccuracies in customer information, parts, and/or pricing;
• Collaborates with sales and estimating teams for price inquiries and adjustments;
• Builds and maintains forecasts for major customers;
• Processes new development requests and collaborates with engineering teams for timelines and delivery(ies) of product;
• Manages records of customer interactions, processes customer accounts and files documents;

ESSENTIAL DUTIES & RESPONSIBILITIES (continued)

• Liaises with the Accounting in an effort to resolve past due invoices as efficiently and expeditiously as possible;
• Assists with the implementation and utilization of the Enterprise Resource Program (ERP) System while ensuring that proper follow up is conducted;
• Handles multiple tasks simultaneously including reviewing customer orders, making decisions based on departmental rules and conditions, and provide the status of orders and part number information to internal and external customers;
• Processes returns and credit memos in a timely manner;
• Makes recommendations to management concerning improvements to processes and procedures;
• Assists with general departmental operations, as needed;
• Assists with special projects, as needed;
• Meets expectations of regular, reliable attendance;
• Other Duties As Needed: Any other duties and tasks as deemed necessary and appropriate.

QUALIFICATION, EDUCATION & EXPERIENCE

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required:

• ERP experience.
• Working experience in an industrial or manufacturing setting;
• Must have Intermediate knowledge of Microsoft Office products to include, Word, Excel, PowerPoint, and Outlook;
• Commitment to continuous improvement company-wide;
• Excellent communication and interpersonal skills both written and verbal; professional, courteous and friendly personality; clearly conveys ideas and information and receives information effectively;
• Excellent organizational, problem-solving and time-sensitive skills;
• Ability to create positive working relationships with a diverse group of people including gender, ethnicity, age, and cultural and skill level differences;
• Ability to work independently with minimal supervision;
• Ability to establish priorities and meet deadlines.

Preferred:

• Epicore preferred.
• B.S. strongly preferred, international experience

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the principal roles and responsibilities of this job.

• Exposure to heated/air conditioned, ventilated facilities with florescent lighting;
• Exposure to building where a variety of chemical substances are used for cleaning, and/or operation of equipment;
• The noise level in the work environment is usually minor;
• Duties are performed indoors;
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL, SENSORY, COGNITIVE & NEUROLOGICAL DEMANDS

While performing the duties of this job:

• The employee may be required to stoop, bend, squat, kneel, reach, stand, walk, lift, pull, push, grasp, talk, hear, see and use repetitive motions;
• Specific vision abilities required include close vision such as to read handwritten or typed material and the ability to adjust focus;
• The position requires the individual to meet multiple demands from several people and interact with internal and external people;
• Employee moves about the building and be able to maneuver in tight spaces between desks, etc.;
• Employee may have duties involving walking on even or uneven surfaces;
• Employee occasionally to frequently use a whiteboard, which can require grasping whiteboard pens, reaching at, below, or above shoulder height and may require trunk or neck rotation to look back;
• Employee may use computers, overhead projectors, TV, and other work-related equipment, which may require an approximately 25+ pound force to push or pull equipment;
• It is necessary to grasp and manipulate pens, markers, scissors, staplers, etc. occasionally to frequently.
• Employee must see and hear on a continuous basis as well as speak frequently;
• Position varies from standing, sitting, walking, etc. On some occasions it may be necessary to move quickly, run, etc. over smooth or uneven surfaces.

ProMed offers a generous benefits package including:

• 401k with company match
• Profit Sharing Program
• Medical Insurance
• Health Savings Account/Flexible Spending Account
• Dental Insurance
• Vision Insurance
• Life Insurance
• Paid Family Medical Leave and Long-Term Disability Insurance
• Hospital Indemnity, Critical Illness, Accident, and Identity Theft Protection
• Pet Insurance

ProMed does not discriminate in employment opportunities or practices on the basis of race, color, creed, religion, national origin, ancestry, age, sex, marital status, order of protection, disability, military status, sexual orientation, gender identity, pregnancy, public assistance, family status, unfavorable discharge from military service, genetic information or other segmenting factor protected by law, or local human rights commission activity.