Simply stated, Materion makes advanced materials that improve the world. We are a global leader in creating innovative, high performance engineered material solutions and services for a wide range of growth industries: high-tech consumer electronics , telecommunications , commercial aerospace , defense , medical , automotive , and many more.
Our products, services and expertise help enable customers' technologies. We supply sophisticated thin film coatings for hard disk drives, specialty inorganic chemicals for solar energy panels, bio-compatible materials for implantable medical devices, specialty alloys for miniature consumer electronics components, optical filters for thermal imaging, critical components for infrared sensing technology, special materials for LEDs and much more. As the world's only integrated "mine-to-mill" supplier of beryllium-based products, we also offer beryllium, specialty engineered beryllium alloys and beryllium composites.
As a team of 2,700 associates, we partner with customers in more than 50 countries. In 2017, we generated over $1B+ in revenues and made an exciting new acquisition that expanded our footprint in the U.S., Europe and Asia.
For more information, check out our video " Materion Is " along with other videos https://www.youtube.com/user/MaterionVideos/playlists of us showing you how we're Making a Difference our shared purpose of" Making Advanced materials that Improve the World."
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JOB PURPOSE AND REPORTING STRUCTURE
Under the general direction of and reporting to the Customer Success Manager or other as based on business need, 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 & 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.
EDUCATION and/or EXPERIENCE
Min of Associate degree in business or in a technical field
Three to five years related experience including customer service.