Customer Relationship Manager II

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 II to join our Customer Service team. Lead cross-functional teams and manage projects from initiation through closeout—driving execution, accountability, and customer success.

Your Role at Tessy

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 Be Doing

• 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’ll 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.

Compensation

Annual Salary Range: $85,000–$120,000

Benefits

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.