Customer Service Representative

Job description

Your Job 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. What You Will Do 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. Who You Are (Basic Qualifications) 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 What Will Put You Ahead 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. Hiring Philosophy All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here. Who We Are At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company. Our Benefits Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter. Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results. Equal Opportunities Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please click here for additional information. (For Illinois E-Verify information click here, aquí, or tu). Apply now Share Email Facebook X LinkedIn