Technical Sales Support Representative

Responsible for customer satisfaction regarding orders, delivery performance, and quality. Works closely with order entry, scheduling, engineering, purchasing, document coordinators, materials, manufacturing, quality assurance, and traffic. This position provides the voice of the customer feedback to internal stakeholders. Point of contact for sales, distribution, and customers. Acts as the liaison between sales, materials, production, and contract administration. Responsible for handling all external communications with sales, distribution, and customers, with the exception of project‑level orders once they are released to the factory for scheduling. Engages and collaborates closely with internal stakeholders to address questions, inquiries, and issues that arise from sales, distribution, and customers. Responsible for managing a designated geographic or account‑based territory, serving as the primary point of contact for all value‑stream orders Oversees all order activity within assigned scope, excluding project‑level orders; individual order value will not exceed $150,000 Ensures scheduled order accuracy and fulfillment, utilizing established business systems and applications to identify, escalate, and mitigate potential delivery risks Drives continuous improvement by identifying opportunities to enhance efficiency, streamline processes, and elevate overall performance within the customer service function Collaborates cross‑functionally to support operational alignment, maintain service level expectations, and reinforce a high‑quality customer experience Provides timely and comprehensive communication to sales, distribution, and customers regarding schedule requests and overall order updates, primarily through Work Bench, and email requests Ensures data integrity within AS400 by collaborating with sales, distribution, customers, and operations to support accurate On‑Time Performance (OTP) metrics Works closely with operations to understand shipment timing and customer‑driven delays Coordinates with sales, distribution, and customers as well as manufacturing to meet customer requirements while maintaining operational flow and procurement efficiency Develops and utilizes effective follow‑up processes to complete open status report requests with accuracy and timeliness Proactively manages customer witness hold points to support achievement of customer required dates Negotiates required dates with operations and advocates for customer needs for testing May be required to obtain weights and dimensions for shipment purposes Provides shipment tracking details Works with contract administration for all FOCI/FOCN requests Coordinate and facilitate meetings with sales, distribution, and customers Education/Experience: 4 yr degree in a business or technical curriculum with one year of technical or sales experience OR 2 yr degree in business or technical curriculum with two to five years experience, OR High School degree with six or more years of experience Skills/Knowledge: Demonstrated capability with ERP and Work Bench systems preferred Strong interpersonal abilities that foster positive working relationships Exceptional customer service skills with a focus on responsiveness and support Proficient in Microsoft Office applications Outstanding verbal and written communication skills Highly effective follow-up capabilities Strong organizational skills with excellent time‑management Mechanical aptitude to gain knowledge of product Strong negotiation skills Familiarity with domestic shipping terms and conditions Understanding of procurement processes Knowledgeable about company structure and organizational processes Skilled at understanding and anticipating end‑user needs on an individual customer basis Proven ability to perform well in high‑pressure environments A strong team player who is a quick learner, self‑starter, and goal‑driven

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