Customer Service Representative

As a Customer Service Representative (CSR) at Phillips-Medisize, you will serve as the primary liaison between customers and internal teams within a contract manufacturing environment. You will play a direct role in account management, order fulfillment, and operational coordination to ensure exceptional customer service and consistent delivery on customer commitments.

Your role will be critical in aligning customer requirements with operational capabilities, driving continuous improvement, and creating value within an environment governed by FDA and ISO standards.

Our Team

You will be part of the Customer Service Team, working closely with Planning, Manufacturing, Quality, Engineering, Supply Chain, Sales, and S&OP teams.

This team is responsible for ensuring effective account management and order execution while maintaining clear customer communication and cross-functional collaboration. You will also partner with stakeholders across multiple locations to ensure operational continuity and global alignment.

What You Will Do

• Serve as the primary point of contact for customers, ensuring timely and transparent communication regarding purchase orders, forecasts, and shipments.
• Manage the full order lifecycle, from order receipt through delivery, including order changes, cancellations, RFQs, and pricing updates.
• Collaborate with cross-functional teams to support on-time delivery (OTD) performance and forecast alignment.
• Monitor order status, backlog, material availability, and capacity constraints, proactively communicating risks and mitigation plans.
• Negotiate and resolve issues related to quantities, pricing, and delivery schedules while balancing customer expectations and business objectives.
• Manage customer complaints by coordinating investigations, leading root cause analysis efforts, and ensuring timely resolution.
• Maintain accurate documentation in compliance with FDA regulations, ISO 13485 requirements, and customer specifications.
• Identify opportunities to improve service levels, reduce costs, enhance reliability, and increase customer satisfaction.
• Track and report key performance indicators (KPIs), including on-time delivery, order accuracy, and response times.
• Participate in customer business reviews and site visits, providing performance metrics and operational insights.
• Safeguard confidential customer information while adhering to regulatory requirements and ethical business standards.

• Minimum of 2 years of experience in customer service, preferably within a manufacturing or regulated industry environment.
• Experience in account management and customer support within production-driven operations.
• Experience using ERP systems for order management, forecasting, and documentation control.
• Strong communication, relationship-building, and cross-functional coordination skills.

• Experience within an OEM manufacturing environment or the medical device industry.
• Proficiency with SAP.
• Technical degree or Bachelor’s degree in Business Administration, Supply Chain, or a related field.
• Knowledge of regulated environments, including FDA and ISO 13485 standards.
• Strong analytical capabilities with a continuous improvement mindset.
• Proven ability to perform effectively under pressure while managing multiple priorities.
• Strong negotiation, problem-solving, and conflict-resolution skills.
• Exceptional organizational skills, attention to detail, and a customer-focused approach.

Phillips Medisize, a Molex company, collaborates with industry leaders to design and manufacture drug delivery systems, medical devices and diagnostic tools that save and improve the quality of life for millions of patients annually. With our dedicated team of 6,000+ employees in 29 locations around the world, we share our customers’ mindset that every product is critical to a healthcare provider and their patients somewhere in the world. Molex is a multi-sector global electronics brand owned by Koch, Inc., one of the world’s largest privately held companies. Discover your potential to make a difference.