Senior Customer Service Specialist

Posting Date 2 days ago(6/11/2021 3:59 PM)
Requisition ID
Job Location(s)
Poway CA United States
Shift Type
Position Type
Full Time
K-Tube Corporation
Customer Svc/Support/Tenders 


The K-Tube Technologies Senior Customer Service Specialist efficiently manages and supports key relationships with the company’s top program accounts with a high level of responsiveness. The primary functions of this position are to promote growth and profitability for this business channel through the use of cost based analysis and effective decision making, as well as accomplish our current strategic business objectives.


This is a hybrid role, which typically requires 2 days per week in the office and additional days as required, terms as outlined in our Remote Work Policy. The hours are 8:00 a.m. to 4:30 p.m.




  • Efficiently manages all correspondence between management and the client
  • Performs ongoing analysis of the portfolio of business managed to identify growth opportunities
  • Conducts financial analyses of key accounts and assists in the decision making process to improve profitability
  • Consistently analyzes, forecasts and tracks key metrics
  • Analyzes and presents data related to customer quotes and booked sales, and is able to identify trends
  • Manages and prepares quotations as well as annual pricing agreements for assigned key accounts
  • Key customer point of contact to maintain accurate inventory levels
  • Works closely with other K-Tube departments to efficiently manage capacity in order to meet customer demands
  • Leads solution development efforts that best address customer needs
  • Coordinates the involvement of company personnel and management resources in order to meet account performance objectives and customers’ expectations
  • Proactively assesses, clarifies, and validates customer needs on an ongoing basis
  • Receives, reviews, and timely enters customer purchase orders accompanied by the appropriate production orders
  • Receives, reviews, and timely responds to customer requests for quotes
  • Resolves customer complaints with help and input from management
  • Works with outside vendors to properly obtain purchased services relevant to product fabrication
  • Establishes productive, professional relationships with key personnel inside and outside the organization
  • Consistently and timely communicates to the respective K-Tube sales representative
  • Initiates and implements suggestions for continuous improvement within the customer service department
  • Contributes and helps maintains high customer satisfaction ratings that meet company standards


Education and Experience:

  • BA/BS in related field
  • Manufacturing industry background and experience
  • Key account management experience
  • Five years of previous customer service experience

Job Knowledge, Skills and Abilities:

  • Ability to understand technical drawings and specifications
  • Must have the ability to efficiently perform financial analysis, track key metrics and identify growth and profitability
  • Advanced skill level of MS Excel including creating dynamic worksheets and macros
  • Excellent verbal and written communication skills required
  • Effective negotiation and presentation skills
  • Proficient in MS Word, Power Point and some knowledge of MS Project preferred
  • Medical device industry knowledge preferred


Physical Requirements

  • Must be able to lift 10 pounds
  • Minimal physical effort required
  • Regularly required to sit or stand, reach and move about the work area


Work Environment

  • Minimal exposure to metals, lubricants, solvents, electrolytes
  • Work performed in an office environment, but may require visits to the manufacturing floor
  • Professional environment requiring business casual attire


Personal Protective Equipment

  • Per the company’s safety policy





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