Customer Service Representative

Customer Service Representative - United States - 191215 - Koch

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Customer Service Representative

Location(s)

Phoenix, Arizona

Company

Phillips Medisize

Career Field

Customer Service

Job Number

191215

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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.

Our Team

Phillips Medisize, a Molex Company, is an end‑to‑end provider of design, development, and manufacturing solutions to the pharmaceutical, diagnostics, and medical device industries. The world's largest pharmaceutical, MedTech, and in vitro diagnostics companies rely on Phillips Medisize to bring breakthrough ideas and innovative branded products to market with confidence.

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.

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate''s knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

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

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.

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).

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