Customer Service Representative

Phillips-Medisize, LLC is seeking a Customer Service Representative (CSR) at our site in Phoenix, AZ, to serve as the primary commercial and operational liaison between customers and internal teams in a medical, contract manufacturing environment. This role is responsible for managing customer accounts, coordinating order fulfillment, and ensuring exceptional service while contributing to value creation for customers and the organization.

The CSR operates with a strong understanding of FDA/ISO-regulated manufacturing requirements, quality systems, and supply chain dynamics, applying principled decision-making and continuous improvement to enhance customer outcomes.

Serve as the primary point of contact for customers, ensuring accurate, timely communication of purchase orders, forecasts, shipping requirements, and organizational capabilities.

Manage customer interactions from order receipt through delivery, including processing contracts, change requests, RFQs, cancellations, and pricing updates with precision and compliance.

Coordinate cross-functionally with Planning, Manufacturing, Quality, Regulatory, Engineering, Supply Chain, Sales, and S&OP to ensure on‑time, compliant delivery and aligned forecasts.

Monitor order status, backlog, capacity constraints, and material availability; proactively communicate risks and recommend solutions to protect supply continuity.

Negotiate and resolve issues related to quantity, pricing, delivery schedules, and service expectations while balancing customer value and company sustainability.

Convey customer complaints and monitor issue resolution by accurately documenting concerns, coordinating investigations with Quality and other teams, supporting root cause analysis, communicating updates and resolutions to customers, and contributing to process improvements to prevent recurrence.

Identify and implement opportunities to improve service levels, reduce total cost, increase reliability, and enhance overall customer satisfaction.

Maintain thorough and accurate documentation in compliance with FDA, ISO 13485, change control, traceability, and customer‑specific quality requirements.

Support account reviews and customer visits

Safeguard confidential customer information while upholding regulatory compliance, and ethical decision‑making standards.

Contribute to continuous improvement initiatives, KPI tracking (OTD, order accuracy, responsiveness), and scalable best practices to strengthen long‑term customer partnerships.

Two (2) years or more customer service experience, within a manufacturing or regulated industry environment

Experience using SAP

Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship

Associate degree in a business‑related field, or equivalent combination of education and relevant customer service or manufacturing experience.

Working knowledge of regulated manufacturing environments (e.g., medical device quality systems) preferred.

Experience working with OEM manufacturing, with the ability to accurately manage orders, forecasts, documentation, and cross‑functional coordination within a production environment.

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