Create, maintain, and revise QMS documentation (procedures, work instructions, forms, templates) required to support customer-related processes.
Ensure audit readiness for customer-related quality processes and act as the subject matter expert (SME) during internal, external, and regulatory audits.
Work with cross-functional and quality teams to develop, implement, and refine methods for collecting and reporting customer feedback and quality data.
Customer Interface and Order Management
Serve as the primary point of contact for assigned external customers, working with local groups on coordinating orders, changes, issue resolution, feedback/complaints, returns, and requests.
Work with local planning team to accept forecasts and purchase orders from customers and create corresponding sales orders in SAP.
Provide clear order acknowledgements to customers, leveraging SAP functionality where available and supporting configuration needs for the site as appropriate.
Collaborate with Planning to obtain and confirm commit dates and communicate commitments to customers.
Monitor drop shipments and coordinate with Planning to define transaction ownership (Planning vs. this role) in MES and SAP to ensure accurate shipment execution and documentation.
Ensure SAP shipment transactions are completed accurately to generate invoices and shipping paperwork required by customers.
Change Management and Customer Portals
Partner with Engineering and other internal stakeholders to understand and execute customer-requested changes (e.g., product, documentation, process, or configuration changes).
Submit and manage changes through customer change portals, acting as a liaison to reduce administrative burden on Engineering and other technical teams.
Ensure customer change requirements are accurately translated into internal actions, documented in the QMS, and reflected in relevant systems.
Complaints, Returns, and Issue Resolution
Field customer complaints, feedback, and requests for Return Material Authorization (RMA), ensuring timely triage, documentation, and routing within the quality system.
Coordinate with Quality, Operations, Engineering, and other teams to investigate issues, drive corrective actions, and improve service quality.
Provide regular status updates to customers on open issues, complaints, and RMAs, ensuring a high level of transparency and responsiveness.
Cross-Functional Collaboration and Reporting
Develop and maintain strong working relationships with internal stakeholders (Quality, Engineering, Planning, Operations, Finance, Commercial teams) to resolve issues and drive process improvements.
Track and report progress against objectives for customer-related quality initiatives, providing in-depth analysis and recommendations for process improvements.
Work with Finance to provide accurate billable hour and cost information and support other customer-related financial tasks as needed.
Nice to Have
Experience with SAP (sales order creation, shipment transactions, and/or customer-related configuration).
Familiarity with ISO 13485 and FDA quality system requirements.
Experience with complaint handling, RMAs, or customer feedback systems.
Prior experience in a role interfacing with Planning, Engineering, Operations, and Finance to support customer commitments and quality outcomes.
Strong analytical skills with the ability to define, track, and interpret metrics for customer-related processes.
Excellent communication skills and proven ability to collaborate with senior internal and external stakeholders.
Education Required
Requires a Baccalaureate degree
Years’ Experience Required
A minimum of 4 years of relevant experience, or advanced degree with a minimum of 2 years relevant experience.
