Customer Relationship Manager Level II

Tessy Medical, LLC; Town of Skaneateles (NY); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Health, Dental & Vision Insurance

Quarterly profit-sharing program

401K Company match

Job summary

Tessy Plastics Corp. is seeking a Customer Relationship Manager II to bridge customer needs with Tessy’s internal processes, ensuring quality production and on-time delivery.

The role requires collaboration across Scheduling, Production, Shipping, Engineering, and Sales to resolve issues and drive customer success. Responsibilities include managing customer forecasts, RCCP, PPAP processes, and project scoping from initiation to closeout.

Qualifications

• Minimum High School Diploma or GED.
• 3+ years of customer service management experience.
• Able to learn Microsoft Project or Smart Sheet and other PM tools.

Responsibilities

• Accept and process customer orders and requirements, communicating to Scheduling, Production, Shipping, Engineering, and the customer.
• Maintain production delivery and expedite as needed to meet delivery schedules.
• Analyze production schedules vs. demand and adjust safety stocks and bank build requirements.

Skills

Customer relationship management

Project coordination

Excel proficiency

Attention to detail

Problem solving

Cross-functional collaboration

Communication

Education

High School Diploma or GED

Tools

Microsoft Project

SmartSheet

Excel

Job description

The Customer Relationship Manager serves as the link between Tessy’s external customers and Tessy’s internal process/personnel with the goal of achieving quality production and delivery on time. They must work collaboratively with all departments involved to ensure an efficient, timely and mutually beneficial result. Level II CRM performs all functions of the Level I role but is distinguished by the requirement for greater specialized knowledge and the ability to resolve issues with minimal supervision.

What You’ll Do

• Accept and process customer orders/requirements. Monitor process development and revision changes and communicate requirements to all appropriate personnel (i.e. Scheduling, Production, Shipping, Engineering, etc.) and the customer as appropriate.
• Maintain delivery of production as required. Expedite production to meet customer delivery schedules as required.
• Analyzing production schedules vs. Short Term and Long-Term demand. Review Safety Stocks and adjust accordingly. Evaluate bank build requirements to support engineering and production downtime.
• Responsible for ensuring Customer Forecasts and Internal Forecasting models are current and reflected in MRP schedule and documented via RCCP (Rough Cut Capacity Plan) as required. Pricing support and/ or control based on customer requirements and agreements with Sales group.
• Participate in development sessions with Customer and Engineering. Drive actions to resolution including leading team meetings as necessary.
• Coordinate efforts to move components from trial to pre-production to full production as applicable. Includes following internal qualification and PPAP processes.
• Respond to and support appropriate action on quality issues related to manufactured components.
• Responsible for following SOPs and representing the department during audits.
• Develop and implement strategies to grow and manage customer accounts
• Collecting and analyzing customer feedback to identify areas for improvement and to develop new strategies for meeting customer needs
• Advanced analytical skills to generate and interpret customer behavior data, identifying patterns, trends and insights that can improve customer service
• Manage tactical and strategic initiatives directed by customers, developing strategies to help improve customer relationships
• Responsibility for planning, executing and evaluating small-scope customer projects as assigned.
• Work with the stakeholders to outline the scope, goals, deliverables, required resources, cost tracking and timing of projects. Responsible for Budget, Reporting, and Closeout of Projects/Programs.
• Track and report on project milestones and provide status reports to superiors and Project Sponsor. Provide and update project schedules as projects/programs progress. Multiple methods may be used.

What You Bring

• Minimum High School Diploma or GED and previous experience in MRP or ERP Systems.
• 3+ years of customer service management experience.
• Ability to become fluent with Microsoft Project or Smart Sheet and other project management tools.
• Ability to manage mid-level complexity timelines from initial production runs through production release.
• Understands cross functional impact and considers how project plans and project outcome impact other departments.
• Proficient in Excel working with spreadsheets, formulas and interpretation skills.
• Advanced computer experience/proficiency in Office Suites.
• Ability to gather and analyze information, identify, and resolve problems in a timely manner.
• Possess attention to detail with a high degree of accuracy.
• Must possess the literacy and mathematical skills necessary to follow safety protocols and production instructions.

Salary Range: $85,000–$120,000

The range displayed on each job posting reflects the minimum and maximum target base pay for new hire salaries of the position. This position may also be eligible for discretionary bonuses. Within the range, individual pay is determined by additional job-related factors, including knowledge, skills, experience, tenure and relevant education or training. The pay scale is subject to change depending on business needs. Your Recruiter can share more about the specific salary range or benefits during the hiring process.

• Health, Dental & Vision Insurance: 100% employer-paid for employee-only coverage, +1 and Family coverage options available
• Additional Incentives: Quarterly profit-sharing program
• 401K Company match

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Tessy Plastics Corp. is an equal opportunity employer. Tessy evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status, or any other legally protected characteristic.

Why Tessy?

Since 1973, Tessy Plastics has been a global leader in injection molding and custom automated assembly solutions, partnering with top brands across the Medical, Pharmaceutical, Diagnostics, Consumer Healthcare, and Consumer markets. With 3.2M+ sq. ft. of FDA/GMP-compliant facilities and operations in the U.S. and China, we turn complex ideas into high-performance manufacturing solutions – and we’re just as proud to be a great place to build a career.

We’re looking for a Customer Relationship Manager IIto join our Customer Service team. Lead cross-functional teams and manage projects from initiation through closeout—driving execution, accountability, and customer success.

Skaneateles, NY | On-site