Customer Service Associate II- Onsite

Fort Wayne Metals; Fort Wayne (IN); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Annual Profit Sharing & 401k matching

Quarterly Bonus

Tuition Reimbursement

Your Money Line

Job summary

Fort Wayne Metals is seeking a Customer Service Associate II to handle quotations and orders for our on-site Fort Wayne facility in Indiana. You will coordinate with engineering, production, scheduling, and shipping to ensure accurate lead times, documentation, and smooth delivery. Strong customer service skills and attention to detail are essential.

The role emphasizes collaboration, problem solving, and support for quality processes to meet customer expectations and deliver excellent service.

Qualifications

• Bachelor’s degree preferred or equivalent demonstrated skills and experience.
• Strong customer service background with ability to manage quotes and records.

Responsibilities

• Develop quotes based on product specs and coordinate with engineering/production as needed.
• Maintain records for quotations and initiate contracts as necessary.
• Coordinate product delivery, provide lead times and documentation requirements.
• Collaborate with Scheduling, production leaders, and Shipping.
• Troubleshoot issues to meet customer expectations and drive resolutions.
• Provide technical product information and coordinate engineering support.
• Assist in submitting and reviewing quality complaints and orders to production.

Skills

Customer service

Rapport building

Presentation

Detail oriented

Discounts and calculations

Accounting concepts

Problem solving

Instructions interpretation

Education

Bachelor’s degree in business, marketing, or related field

Job description

We’re glad you’re exploring our Customer Service Associate II position and want to share some of the details.

At Fort Wayne Metals, we specialize in producing top-quality wires, cables, and assemblies designed to enhance and safeguard lives. Our products are used in everything from our customers’ stents and surgical robots to aircraft and automobiles. At our essence, we are thinkers, innovators, and problem solvers, leveraging our knowledge of materials to create customized solutions for our customers.

Join us in our dedication to making a tangible impact through our advanced materials and superior products.

Due to the high volume of applicants we receive for this position, it will be posted until 8/10 or sooner.

Overview

The CSA II will perform customer service functions for new and existing accounts in specialized area of quotation or cases. This position is on-site in our Fort Wayne Metals facility in Fort Wayne, Indiana and will support customer service functions for our Ireland facility.

Education & Experience Requirements

• Bachelor’s degree in business, marketing, or a related field or equivalent demonstrated skills and experience, preferred.

Job Responsibilities

• Develop quotes based on the product specifications set by the customer. Work with engineering and/or production managers team through Salesforce if needed.
• Maintain accurate records for quotation, initiate contracts as necessary.
• Coordinate delivery of products, providing production lead times, delivery expectations, and documentation requirements. Ensure certifications (domestic or international as applicable) and delivery documents are in order.
• Collaborating with Scheduling department, production leaders, and Shipping department
• Troubleshoot and resolve problems when product and/or delivery do not meet customer’s expectations. Work with Production, Scheduling, and Quality departments to find resolution to customer’s concern.
• Recommend and implement systems so that same problem does not reoccur.
• Provide technical support and answer questions about the mechanical properties and capabilities of the products created at Fort Wayne Metals (FWM). Coordinate Engineering support, as necessary.
• Specialized in specific areas and understand the product capabilities, differentiate between product offers in order to accurate prepare quotations or submit orders to production.
• Submission and review of quality complaints with case entry.
• Organize conversion services when necessary to meet the requirements of the customer’s order.
• Establish rapport, present information and respond to Account Specialist / Account Managers. Perform other duties as requested by management.

Skills Needed

• Ability to effectively establish rapport, present information and respond to questions from Account Managers/ Specialist.
• Excellent customer service skills.
• Formal and informal presentation skills.
• Must be thorough in executing work assignments, be detail oriented, organized, and be able to work with minimal supervision.
• Ability to calculate figures and amounts such as discounts, percentages, and volume.
• Ability to apply concepts of basic accounting.
• Ability to solve practical problems and deal with many variables.
• Ability to interpret a variety of instructions furnished in written, oral or schedule form.

Working Conditions & Physical Requirements

• Fast paced office environment.
• Overtime may sometimes be necessary.
• Extensive amount of time spent at desk working on a computer and talking on the phone.
• Mustbe able to access all areas of operation, including second floors.

Benefits & Wellness Resources

The health and wellbeing of Fort Wayne Metals is a critical part of our culture. In addition to offering medical, dental, vision, life, and disability insurance options to suit your needs, we’d like to share some of the other fundamental resources that make Fort Wayne Metals a premier place to work:

Physical Wellness

• Parkview Wellness Coach
  • Ready to assist with your physical and nutritional wellness needs.
• Gym Facilities
  • 4 onsite gym locations as well as discounts for regional gym facilities
• Health Challenges
  • From pickleball tournaments, sponsored races and sports leagues, to participating in the YMCA’s Corporate Challenge, we have a variety of fun ways to stay active.

Mental Wellness

• When You Need to Talk
  • 5 sessions of counseling are available to you and all members of your immediate household at no cost.
• Relaxing Time-Off
  • Qualify for Paid Time Off and Holiday Pay on your first day of employment.

Social Wellness

• Epic Events
  • From TinCaps Night to family days at the zoo, we offer multiple activities throughout the year for employees and their families.
• Employee Resource Group
  • A voluntary, employee-led group formed to bring employees together and centered around a common interest or identity.

Professional Wellness

• Grow Your Career
  • We offer many opportunities to continue your development and growth.
• Performance Feedback
  • Receive regular and constructive feedback from your manager and peers to help you grow and improve.

Financial Wellness

• Annual Profit Sharing & 401k matching
  • Dropping dollars into your 401k. When you contribute 7%, we’ll contribute 3.5%.
• Quarterly Bonus
  • When we perform well, everyone benefits! Receive discretionary bonuses each quarter based on company performance.
• Tuition Reimbursement
  • Getting your first degree? Great! Whatever your major, we’ll help pick up the tab!
• Your Money Line
  • Employer-provided 1:1 financial guidance, education, & tools – so you can stress less about money and enjoy greater stability & confidence.

There are many reasons to apply for this position, and these are just a few. Join us!

Notice to Employees and Applicants

This job position may require access to controlled technology or technical data; applicant must be a candidate for export licensing and willing to participate in export licensing, if required.

As an Equal Opportunity Employer, Fort Wayne Metals Research Products LLC is proud to be committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or pregnancy and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Fort Wayne Metals is an equal opportunity employer fully committed to achieving a diverse workforce and complies with all Federal and Indiana State laws, regulations, and executive orders regarding non-discrimination.

Fort Wayne Metals Research Products LLC is committed to providing access and reasonable accommodation in its services, activities, programs, and employment opportunities in accordance with the Americans with Disabilities Act and other applicable laws. If reasonable accommodation is needed to participate in the job application, interview process, or to perform essential job functions, please contact [e-mail].

New to the area? Fort Wayne is a wonderful place to live, work and play. Check out some of the great things our region has to offer!

• Greater Fort Wayne Inc. | Building a Nationally Recognized Economy
• The Fort Wayne Visitors Center
• Relocating - NEI