Customer Operations Leader

Customer Operations Leader at Cretex Companies, Inc.

Cretex Medical is a leading contract manufacturer of precision components and assemblies for the medical device industry. Our customers view us as a trusted partner in the areas of injection molding, laser processing, metal stamping and device assembly. Learn more at

The Customer Operations Leader will manage and direct the efforts of the Customer Service department to ensure a high level of customer satisfaction while operating within the company’s quality, regulatory, and budgetary constraints. The Customer Operations Leader will work seamlessly with other leaders within the company and across Cretex companies to assist in higher-level customer opportunities.

• Manage, hire, and train personnel through goals, objectives, and performance measures and provide coaching to team members to ensure effective team dynamics and accountability
• Lead customer service teams while ensuring they are aligned with the cross-functional teams within the company and Cretex Medical
• Support Customer Service teams with escalations in the areas of production planning, scheduling, material management, procurement, etc.
• Support Customer Service Teams in generating monthly and annual forecasts and provide updates/revisions to management as requested
• Support customer development efforts and manage customer relationships and expectations to strengthen customers’ loyalty to the company
• Deepen relationships at all levels between the company and customer contacts
• Coordinate the involvement of appropriate company personnel, including operations, customer service, sales, quality, engineering, and management to meet customer’s expectations in QBRs, meetings and other events
• For specific accounts, act as a liaison between the company and the Account Managers, Business Development Managers, Customer Service, and Cretex Medical Strategic Account Directors (site visits, QBRs, etc.)
• Work collaboratively and effectively with peers at sister companies, Account Managers, Business Development Managers, Customer Service, and Cretex Medical Strategic Account Directors
• Resolve challenging customer issues working with Operations and other departments within the organization, to support all levels within the customer service department
• Utilize company CRM database including customer pipeline opportunity tracking and reporting

• Bachelor’s degree in business or technical field
• 6 years of Business to Business, technical customer service experience
• 3 years of managing customer service and/or inside/outside sales
• Avid networker with a personal network of Medical Device customers, suppliers and thought-leader contacts
• A team leader who develops unity in a cross-functional team and fosters an honest and high-energy environment that creates a success-orientated spirit
• Confident and sophisticated communicator and expert negotiator of contracts/pricing, with well-developed writing and presentation skills.
• General knowledge of Medical Device product development process and terminology (sterilization, validations, change control, etc.)
• Knowledge of and experience working with ISO-based quality system(s) and FDA regulations
• Able to travel up to 10% of the time for business purposes
• Microsoft Office proficiency (Outlook, Word, Excel, PowerPoint, Publisher)
• Detail-oriented, organized, and able to multitask
• Analytical thinker with problem-solving ability
• Collaborative team player in a fast-paced environment
• Ability to work in a manufacturing environment

• Experience in the medical device industry
• In-depth understanding of ERP, MRP systems

We recognize the contribution of every individual and promote growth, safety and security for all our employees. Cretex Medical values performance and pays competitive wages along with a rich benefit package. We offer a positive work environment with a focus on continuous improvement.

Here are some things that employees have said about working for Cretex Medical:

• "The culture at Cretex is collaborative. Everyone here is willing to help you whether it is a…