Customer Support Specialist
Materion

Job Info

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OCCUPATION: Customer Support Specialist DEPT: Sales

JOB PURPOSE AND REPORTING STRUCTURE: Under the general direction of and reporting to the Customer Success Manager, the Customer Support Specialist is responsible for interpreting and analyzing customers' inquiries, selling Company products, developing and securing new customers; assisting in investigations of potential new product uses or applications. The Customer Support Specialist will enter and acknowledge customer's orders, advise customer on order changes, order status, prices, and follow up on quote status and leads.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Prepare quotations from customer requests. Communicate with finance and production to insure feasibility of production and proper quoted lead time. Refer complex requests to the necessary parties such as Product Manager, Production, Finance, Engineering, or Sales Supervisor. Perform contract review to match drawings and specifications that have been received from a customer. Communicate past specifications to the customer to insure there are no changes. Work with finance to communicate the established credit terms.

Determine feasibility of requested material to be sent in for refine. Check customer addresses, special instructions and shipping methods. Apply correct payment and shipping terms. Issue customer Service Notifications (SN's) for refines. Manage assay exchanges. Assist customers with open refine and pool account management (use tracking sheets when needed)

Support new business opportunities; including customer visits when appropriate, and guide new customer's through the process steps to assure all details of the refine process meet customer expectations.

Work with Sales Supervisor to provide monthly, quarterly and annual sales forecasts.

Prepare item setup in MRP system (i.e. SAP) and input order from customer. Verify all information from quotation and order to insure the customer is ordering something we priced and can produce. Check customer addresses, special instructions and shipping methods. Place these on the order acknowledgement and traveler where they affect our specs, documentation or packaging (i.e. special labels, multiple copies on the C of C or packing lists, limited shipping over weekends etc.). Work with finance to apply correct payment and shipping terms.

Utilize MATERION business systems in the preparation of quotes and dissemination of information pertinent to our business. This includes, but not limited to Salesforce.com, S.A.P., CBOS and Lotus Notes. Log quote, follow-up and track quote turnaround.

Provide customer service by answering technical questions on products, expedite orders, and manage credit problems and customer complaints. Prepare change order forms. Inform customers of late orders.

Input complaints and product claims in CBOS or other system in accordance with work process instructions.

Act as liaison between MATERION customers, outside sales, product management, engineering, quality and manufacturing. Develop good rapport with external and internal customers.

Participate as part of the sales team to develop departmental goals and accomplishments. Attend sales and/or operations meetings as required. Attend sales and/or refining daily MDI meetings.

Follow up on quotations, and "B" and "C" accounts. Perform promotional work to sell and secure new business with existing customers where full market potential or product line acceptance has not been established and with new customers within established or new markets.

Demonstrate and familiarize established accounts with new products or services and developments.

Keep the Company informed on competitive products, promotional matter, sales techniques, pricing, and market policies.

Provide backup assistance for the Outside Sales staff.

QUALIFICATION REQUIREMENTS: 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: Requires an associate's degree in business or in a technical field and three to five years related experience including customer service. BA degree and technical background are strongly preferred.

LANGUAGE SKILLS: Ability to read, analyze, and interpret customer drawings and specifications, quotations, and customer orders. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from managers and customers.

MATHEMATICAL SKILLS: Ability to calculate figures and amounts such as discounts, costs, proportions, and percentages. Must be able to understand cost to manufacture and profit margins. Ability to apply concepts of basic algebra. Must be able to use spreadsheets, word processors and databases.

REASONING ABILITY: Ability to review, interpret and analyze inquiries and to recommend appropriate solve actions. Ability to define problems, collect data, establish facts, and draw valid conclusions of customer requirements. Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables. Ability to interpret a variety of instructions furnished in written, oral, or diagram form.

OTHER SKILLS and ABILITIES: Requires the ability to operate various office equipment to include a computer, printer, calculator, fax and a copier. Minimal travel required to customers and/or trade shows with Outside Sales Representative.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit. The employee is occasionally required to walk and talk or hear. Limited physical exertion is required. Specific vision abilities required by this job include close vision and the ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

The above statements reflect the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.

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