Customer Experience And Compliance Specialist

Symmetry Medical Wilmington , MA 01887

Posted 2 months ago

SUMMARY

The Customer Experience and Compliance Specialist has the primary responsibility of interfacing with customers and other internal parties to manage the order fulfillment and other service-related processes within the various Tecomet plants. The Customer Experience and Compliance Specialist partners with many different areas of the company including Service Account Management, Sales, Planning and Plant Management to improve the customer relationship, dedication and satisfaction.

ESSENTIAL JOB FUNCTIONS

CUSTOMER EXPERIENCE MANAGEMENT, including

  • Organize, plan and monitor support activities that optimize interaction between Tecomet and customers

  • Develop and implement strategies needed to optimize the customer relationship with Tecomet

  • Make independent business decisions by collecting, analyzing and interpreting customer interactions data to identify requirements and information useful in optimizing customer experience

  • Provides advice to management on matters related to managing the overall customer relationship

COMPLIANCE MANAGEMENT, including

  • Advises on regulations, guidelines, and practices under EAR and ITAR. Responds to inquiries on the application of export control regulations and licensing policies/practices/guidelines to international transactions and program activities

  • Work with Customers on classification of defense articles

  • Assist in maintaining up-to-date export compliance procedures, policies, and manuals for the department

  • ACE Administrator - manage the administration tasks and assign account access to CS teammates, as required

CUSTOMER COMMUNICATION, including

  • Create, analyze and manage KPI and Lean tools to support customer communication and continuous improvement initiatives

  • Lead discussions with customers to better understand the customer's overall demand and order plans

  • Generate customer order acknowledgements and other order-related communications

  • Generate customer facing reports and correspondence

  • Access and update customer portal(s) with appropriate product and order information

  • Work with customers via email and telephone regarding order clarification and changes

  • Participate as required in customer calls related to various support activities

MANAGE ORDER FULFILLMENT PROCESS, including:

  • Manage the contract review process with Service Account Management and Sales

  • Lead engagement with other departments such as Engineering, Supply Chain and Quality to drive order volume and fulfillment

  • Manage the quoting process on new and re-quotes

  • Enter orders in appropriate ERP system(s) and provide customer with timely updates

  • Resolve order-related questions or discrepancies with customers

  • Coordinate Supplier Change Requests internally and with customers

  • Manage the RMA process including tracking returns and working with Accounting to issue credits

  • Has the ability to formulate, affect, interpret and implement business policies and operating practices including making the decision to ship product at company expense to meet customer requirements

  • Uses knowledge and expertise to provide guidance to management on how to optimize the order fulfillment process to generate maximum revenue and profit for the organization

NEW PRODUCT INTRODUCTION PROCESS SUPPORT, including

  • Perform Contract review to verify accuracy of all pricing, revisions, addresses, and shipping information

  • Lead the process of entering POs and initiating demand scheduling with Planning

  • Confirm commit dates and communicate with Global Program Management (GPM) and internal teams

  • Work with GPM to transition ownership of new product and customer from GPM to Customer Service

  • Attend regular NPI meetings

JOB REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

  • Customer-Oriented
  • To perform this job successfully, an individual must be professional, proactive and positive, with internal and external customers and coworkers.
  • Strong Communicator
  • Ability to write reports and customer correspondence. Ability to effectively present information and respond to questions from customers, suppliers and all levels of internal audiences. Strong verbal, written and presentation skills.
  • Detail-Oriented
  • Strong attention to detail and accuracy.
  • Export Knowledge
  • Experience working in an export or trade compliance role within the aerospace industry
  • Planning/Organizing
  • Prioritizes and plans work activities. Uses time efficiently. Sets goals and objectives and develops realistic action plans. Works well under pressure and remains flexible to changing schedules and demands.
  • Technical Skills
  • Proficient in the following:
  • Working knowledge of personal computer, keyboard, and various software programs
  • MS Office products
  • Word, Excel, PowerPoint
  • ERP system working knowledge

  • CRM system working knowledge a plus

  • Travel

  • Some minimal travel may be required

REQUIRED EDUCATION AND EXPERIENCE

  • At least 5+ years related experience

  • Bachelor's degree (B.A.) from four-year college or university or equivalent combination of education and experience.

  • Operational knowledge of Export Administration Regulation (EAR) and International Traffic in Arms Regulations (ITAR)

  • Minimum 5 years Export compliance experience

Equal Opportunity / Affirmative Action Employer / Protected Veterans / Disabilities / Drug Free Workplace

DISCLAIMER REGARDING THIS JOB DESCRIPTION

  • Tecomet has determined that the requirements, skills, and abilities included in this job description are the minimal standards required to successfully perform this job. The duties, responsibilities, and requirements in this job description should never be considered to be all inclusive. Additional duties may be assigned by supervisors at any time, as the Company's needs require. In accordance with Americans with Disabilities Act, it is possible that the essential functions of this job may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others, or which impose undue hardships on Tecomet.

THIS JOB DESCRIPTION DOES NOT CREATE A CONTRACT BETWEEN YOU AND TECOMET

  • This job description does not create a contract of employment. Tecomet is an at-will employer and reserves the right to terminate any employee for any reason not prohibited by law.
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Customer Experience And Compliance Specialist

Symmetry Medical