Sales & Customer Support Rep III
Fralock
- Milpitas, California, United States
- Milpitas, California, United States
Über
Full Time Clerical Lenthor Engineering Inc, Milpitas, CA, US
17 days ago Requisition ID: 63202482
Salary Range: $80,000.00 To $90,000.00 Annually
Customer Service Representative III
Full Time + Benefits (Medical, Dental, Vision, 401k with Company Match, PTO)
Job Type: On-site
Salary Range: $80,000 - $90,000 DOE
Location: Milpitas, CA
Job Summary Respond to customer requests in a timely manner. Review, negotiate terms and condition of contracts. Effectively manage customers and projects while collaborating with various teams to ensure the highest level of service is given to the customer. Maintain proper and accurate execution of related tasks. Manages general business operations for the company as it relates to the company’s customers and contracts. Exercise discretion and independent judgment on significant matters relating to strategic customers.
Provide significant input in decision-making processes that affect the business as it relates to customer management.
Key Responsibilities
Act as a company representative for new and current customers
Receive inbound calls from new and existing customers
Manage customer information in CRM database
Manage assigned accounts and/or projects
Broad understanding of products and services that Fralock provides to our customers
Broad understanding of the processes involved in the manufacturing of the product line
Provide support to outside salespeople as needed
Prepare quotations & making outbound quote follow up calls
Order Management, which includes but is not limited to the following:
Contract review of complex po’s (New & Existing)
Order entry, expedite request management
Manage Customer OTD, Scorecard and portals as required
Analize & communicate requirements, terms, and risks to ensure compliance & resolution of potential contractual/business risk
Analize new contracts to quote to validate quote and PO are in alignment
Analize and evaluate Customer flow-down (i.e., FAIR, CoC, Ship Authorization, etc.)
Evaluate & Manage contract with DPAS ratings, FARS, DFAR regulations Compliance
Acknowledge and sign Customer po’s as required
Resolves common, as well as complex requests and problems that may require a customized response
Effectively managing products to ensure proper coordination across company functions as necessary for effective contract execution
Drives customer meetings, including preparing and delivering product delivery schedules, recovery dates, and changes
Communicate to all appropriate departments of any change in customer satisfaction (positive or negative) as information is made available to the CSR
Partner with Program Managers and Segment Managers to ensure proper execution & coordination across company functions as necessary for effective contract execution
Tracking, management, and reporting on time delivery and quoting metric
Customer Service which includes the following:
Listen and respond effectively to customer questions,
Resolve customer problems to the customer’s satisfaction,
Respect all internal and external customers,
Use a team approach when dealing with customers,
Follow up to evaluate customer satisfaction,
Measure customer satisfaction effectively, & commit to exceeding customer expectations
Provide customer intel and insight on a continual basis to outside sales
Analyze and prepare customer demand reports, sales order history for outside sales
Negotiate change of scopes and contract modifications / PO modifications
Analyze and prepare backlog and forecast report for Segment Management
Provide timely delivery of customer requests for quotes
Prepare and present production status/open order reports to customers as needed
Actively review and mark/store/protect ITAR information and/or proprietary data per company standards
Broad knowledge of ITAR and EAR requirements
Broad knowledge of FARs and DFARs in government contracts
Work Remote with minimal supervision as approved by manager
Required Skills
Advanced knowledge of MS Office tools (Outlook, PowerPoint, Word & Excel)
Ability to work independently within established procedures
Must possess some technical capacity
Excellent reading and writing
Basic math skills
Strong written and verbal communication
Excellent follow-through on assignments
Advanced understanding of ERP/MRP and CRM software (Salesforce)
Organization: Must be able to manage multiple contracts, able to determine urgency, create detailed action plans, organize & schedule work effectively
Cooperation and teamwork
Strong analytical and problem-solving skills
Quality of work and attention to detail
Responsiveness to requests
Experience working for companies with advanced quality systems (ISO, AS, etc.)
Manufacturing/Materials knowledge of Product Line
Understand and read basic blueprints and drawings
US Person for ITAR facilities
Preferred Skills
Experience working for companies with advanced quality systems (ISO, AS, etc.)
Manufacturing/Materials knowledge of Product Line
Understand and read basic blueprints and drawings
Knowledge of ITAR and EAR requirements
Knowledge of FARs and DFARs in government contracts
Experience Requirements 7 + years in a customer service-related industry
Education Requirements High School Diploma
Physical Requirements
Mostly sitting
Compiling, Gathering & Analyzing Data
Multitasking
Communicating with internal teams/departments, customers and venders.
Able to lift 25lbs
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of a position.
Applicants must pass a post offer background check.
Fralock provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression or any other characteristic protected by federal, state, or local laws.
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Sprachkenntnisse
- English
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