Customer Solutions Representative

  • Viant
  • Boston, MA, USA
  • Mar 15, 2019
Full time Customer Service Sales

Job Description

Viant, a leading manufacturer of medical devices, is looking for a Customer Solutions Representative to join their team. This is a remote position where you can choose to work from home or at one of Viant’s 17 U.S. facilities. This is a critical role in which you will be the single point of contact for all assigned account customer inquiries and the recognized resident expert for their assigned customer base as well as the voice of the customer within the organization.

Some of the benefits to you:

  • Competitive compensation
  • Benefits package (starting day 1) that includes: medical, dental, vision and 401(k) with company match (401k after 90 days)
  • Paid time off and holidays
  • Greater stability – Viant recently doubled in size and is investing heavily in their facilities

Position Qualifications:

  • Bachelor's Degree (or equivalent business experience)
  • Sales and service acumen
  • Medical device experience
  • Ability to communicate effectively across the organization throughout all levels both verbally and written
  • Demonstrated ability to be organized and adaptable to meet business deadlines in a dynamic environment

Please click Apply or email your information to: viant@workrocket.com

Responsibilities:

Quote Management

  • Enter quote information into ERP (Oracle)
  • Ensure all necessary information is provided by the customer in order to complete the quote
  • Provide any historical data to assist with the quote process
  • Follow up with internal and external customers from start to finish / from win to loss
  • Progress Quote in ERP as appropriate (Draft, Pending Customer Acceptance, etc.)
  • Facilitate calls with customers as needed
  • Present quotes to customers as assigned
  • Ensure any manufacturing exceptions are communicated effectively to the customer
  • Store all related documents to the shared network

Order Management

  • Ensure order meets standard terms for clean order booking and proper revenue recognition
  • Facilitate customer set up documentation for new customers
  • Coordinate new item process on new products (verifying proper part #, drawings, price and revision)
  • Enter purchase order into appropriate ERP (Oracle, JDE, IQMS) and perform Order verification
  • Store all order related documents to the shared network as appropriate
  • Verify scheduled ship dates with Planning and confirm to customer as appropriate
  • Provide sales order acknowledgment to customer
  • Facilitate customer calls related to order process (first article, new product development, quick turns, etc.)
  • Process Consignment Move Orders and Kanban releases as required
  • Process Customer Supplied Material orders as necessary
  • Manage Expedite Requests and facilitate delivery and charges with associated facilities
  • Process Sample Orders and coordinate delivery with appropriate sites
  • Field Late Notification from facilities and communicate information to customer as required
  • Coordinate Ship Change Notifications to facility as appropriate
  • Create Change Order requests on existing orders and process accordingly
  • Provide Change Order Acknowledgment to customer as necessary
  • Manage short shipment / overages from the facilities; seeking approval from the customer if needed
  • Coordinate Temporary Deviation Requests and associated conference calls as needed
  • Follow up with sites regarding NRE invoice lines on dates committed for billing
  • Post shipment follow-up with regards to missing paperwork, delivery delays, etc.
  • Assisting Shared Services in collecting past due invoices as needed
  • Run order related reports (i.e. – Open Orders) as necessary and distribute accordingly

Additional Duties and Tasks

  • Audit support (TUV, Shared Services, Internal Audits, etc.)
  • Entering and coordinating RMA’s as necessary
  • Processing Credits on behalf of the customer (i.e. – Qty Variance, Pricing, Freight, etc.)
  • Customer Scorecard receipt, analysis, and distribution
  • Consignment Billing and Reconciliation (including annual physical inventory)
  • Customer Forecasting and analysis
  • Managing customer portals (iSupply, SNC, Ariba) as required
  • Assist in the processing of Non-Disclosure Agreements as well as customer contracts
  • Assisting with Quality Supply Agreements
  • Coordinating completion of Customer Supplier Surveys (Request For Information)
  • Customer visits for relationship development and business reviews
  • Site visits for capabilities training and development
  • Coordinate label and IFU changes (assist in facilitating meetings, communicate changes, etc.)
  • Maintain customer contacts and run reports as necessary in support of CRM
  • Basic understanding of 510k and CE mark (where required)
  • Process rebates for specified customers
  • Update pricing information within ERP as required
  • Update customer address/billing changes in ERP as necessary and notify appropriate parties
  • Work with Regulatory on all customer requests for RoHS, conflict mineral survey, etc

Environmental Working Conditions

  • Ability to travel globally on a limited basis, 10% of the time
  • Ability to analyze information and effectively communicate to customers and upper management
  • Ability to work in a demanding user environment

About the company: With over 35 years of medical device molding experience, Viant, formerly known as MedPlast, has become a comprehensive solutions provider for single use medical devices. Services range from concept and design of components to assembly of finished products. They are headquartered in Foxborough, MA and operate 17 manufacturing facilities in the US, with additional locations in China, Mexico, Costa Rica, Puerto Rico, France, Germany and the UK.

All qualified applicants will receive consideration for employment without regard to the individual's race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.