Senior Customer Operations Specialist

About the company:Viant is a global medical device partner providing design development manufacturing and assembly services through capabilities in materials plastics metals extrusion and automation. With nearly 6000 employees across 24 locations worldwide it delivers high-quality life-enhancing products with the scale and expertise to bring devices to market efficiently. Learn more at Viant Medicals website or on : Eligible for benefits effective date of hire!Medical dental and vision benefitsCompany-paid life insurance and disability benefitsGenerous Paid time off and 10 paid Holidays401k Plan with Company MatchTuition ReimbursementVoluntary Universal Life and Long-Term CareVoluntary Legal PlanPet InsuranceAbout the site:Our Wheeling facility combines precision machining and assembly capabilities to deliver high-quality medical device components and finished the role:The Senior Customer Operations Specialist performs advanced customer service and operational support activities for internal and external customers. This role is a subjectmatter expert in site products services and processes and uses that expertise to proactively develop solutions to complex customer requirements. This position serves as a customer advocate and escalation point working crossfunctionally with Operations Planning Engineering Quality Supply Chain and Sales to deliver customer commitments with speed accuracy and exceptional communication. The Senior Customer Operations Specialist independently manages assigned customers including strategic and highcomplexity accounts and plays a key role in driving continuous improvement in customer operations Model:Monday Friday 100% onsite 8:00 AMWe offer market competitive compensation. Potential salary range for this role is $70k-$82k. Actual pay will be determined based on experience qualifications geographic location and other job-related factors permitted by youll do:Serve as a senior representative of Viant and the site during customer communications issue resolution and as the primary customer advocate balancing customer needs with site capabilities and business manage complex strategic and multisite customer relationships in partnership with customer communication for escalations recovery plans and performance issues ensuring timely and accurate proactively with customers and internal Viant functions to fully understand customer requirements and anticipate all customer contractual obligations pricing and service requirements are accurately implemented and and oversee contract review and order entry processes ensuring compliance and and coordinate order management activities across multiple sites as Customer Operations processes accurately while driving improvements in efficiency cycle time and with Site Planning and Operations to establish communicate and manage standard and nonstandard product lead with Planning Operations Purchasing and Supply Chain to manage expedites change requests and supply communication and tracking of expedite requests and recovery plans to Customers Sales and execute quotation processes for Repeat and Standard Products; provide guidance and support for complex quoting the Technical Solutions group for New Product quotations and serve as a customer interface during early commercialization with site and corporate functions to drive key performance metrics including OnTime Delivery Order Acknowledgement Cycle Time and Quote Cycle as the primary sitelevel point of contact for customer issue finished goods item configuration accuracy including revisions pricing and mentoring guidance and informal leadership to Customer Operations Specialists as opportunities for process improvements and support implementation of best practices across Customer independently with minimal supervision while contributing positively within a team degree required; Bachelors degree preferredAdvanced proficiency with Microsoft Office applications (Excel Outlook Teams Word PowerPoint)Strong sales service and customer relationship management acumen58 years of relevant customer operations customer service or order management experience preferably in a manufacturing or regulated environmentSIOP (Sales Inventory & Operations Planning) experience preferredKinaxis Rapid Response (Maestro) experience preferredOracle or similar ERP system experience preferredExperience loading and maintaining customer forecasts in an ERP system preferredSkills/CompetenciesAdvanced ability to communicate effectively with internal and external stakeholders at all organizational levels both verbally and in writingDemonstrated ability to manage complex priorities customer escalations and timesensitive deliverablesStrong problemsolving skills with the ability to assess risk and recommend solutionsHighly customerfocused organized and detailorientedAbility to adapt and perform effectively in a fastpaced dynamic environmentOffice environment with long periods of sitting standing and handson computer workViant provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion gender sexual orientation national origin age disability marital status amnesty or status as a covered veteran in accordance with applicable federal state and local laws. Viant complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.