Customer Support Specialist - Materials

Summary Provide effective and efficient interface between outside sales organizations and internal business systems and personnel regarding quotations, order entry, and order tracking through shipment. Primary product responsibility is materials distribution, with support activities for other product lines on an as-needed basis. Essential Duties and Responsibilities include the following. Other duties may be assigned. Provide customers with timely and accurate price quotations; research and contact suppliers, as appropriate; review and follow-up on customer quotes; and enter customer orders. In conjunction with Cost and Contracts Administrator, review, understand, and ensure compliance with complex customer terms and conditions for international purchase orders, prior to order acceptance. In conjunction with Cost and Contracts Administrator, review, understand, prepare, and ensure compliance with complex document requirements for international shipments, such as commercial invoices, Certificates of Origin (COs), and Company Certificates of Compliance (COCs). Follow order progression, beginning with the original quotation and concluding with product shipment. Develop and maintain professional working relationships with internal and external customers and sales representatives. Proactively communicate with customers and vendors; provide immediate assistance to telephone inquiries and timely responses to customer e-mails while working within the policies and guidelines established by the Company. Update management through verbal and written communication of territory analyses, as requested. Receive, screen, and route phone calls in an expedient, efficient, and professional manner. Provide support to other sales personnel on all pre-sale and post-sale activities including order processing, vendor relations, shipping and receiving, follow-up, and training, as necessary. Develop and maintain professional knowledge of Company products, services, marketing collateral, and catalogs, especially those in regards to materials. Identify inactive customers, analyze past orders, and initiate customer contact to generate return business, particularly with regard to shelf life limited materials. Identify concepts, processes, products, and services that can be implemented to add to the value of the business relationship. Interface as first point of contact for customer complaints and utilize effective judgment to refer appropriate complaints to Sales Manager - Materials and, if necessary, the quality department, and actively assist with resolution by investigating problems, identifying possible solutions, and making recommendations to management. Supervisory Responsibilities This position does not have supervisory responsibilities. Minimum Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience High School diploma or general education degree (GED) and four years of prior work and/or training directly related to composite material distribution, with preference given for direct sales and/or contract administration related to these products, or equivalent combination of education and experience. Must have general knowledge of composite curing processes, composites materials and equipment, and electromechanical knowledge that is specific to heat and control systems. Must possess strong analytical skills, including but not limited to, calculation of various measures of cost and calculated price based on gross margin. Computer Skills Proficient with a personal computer, word processing programs, ERP or MRP software, and spreadsheets and ability to type. Language Skills Ability to effectively present information to customers, employees, and manageme…

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