Customer Support Specialist - Manufacturing

Materion Corporation; Cleveland (OH); On-site; USD 52,000 - 64,000; Full time

Job summary

Materion Corporation is seeking a Customer Support Specialist to act as the primary contact for current and potential customers, managing orders and inquiries to drive revenue. You will collaborate with Key Account Managers, Account Management, and PM teammates to grow existing business and cultivate new customers while maintaining high service levels.

The role requires strong communication, problem solving, and proficiency with MS Office, SAP, and CRM tools.

Qualifications

• High School diploma (some college preferred) or Bachelor's degree.
• 3-5 years of experience with customer support.
• Experience in a manufacturing environment is required; metals or custom fabrication preferred.
• Familiar with advanced alloy systems & other engineered materials solutions.
• Familiarity with industry, customer, and quality specifications.
• Excellent communication skills, both written and verbal.
• Detail-oriented with the ability to follow through on issues.
• Proficient in MS Office and Outlook.
• Ability to learn SAP, CRM, and Enterprise software tools.
• Positive team player and willingness to participate in continued education.

Responsibilities

• Be the single point of contact for customers for order management activities.
• Receive and process orders and inquiries from current and prospective customers.
• Handle customer calls via direct and team hunt groups.
• Monitor order status and inform customers of changes in delivery requirements.
• Answer questions about products, prices, availability, or credit terms via email, phone, or internal systems.
• Quote prices, credit terms, or other bid specifications as required.
• Administer order entry, invoices, certifications, acknowledgments, and export paperwork.
• Maintain and verify customer records using automated systems.
• Provide professional service level in all communications with customers.
• Meet or exceed customer expectations regarding delivery, quality, and service (monthly KPI).
• Gain working knowledge of Materion products, applications, and capabilities.
• Collaborate with KAMs, Accounts, and manufacturing teams to ensure timely communication.
• Assist with returns and credits using problem resolution and recovery tools.
• Support shipping, invoicing, and purchasing as required.
• Understand customer/industry specs and assess Materion PM product feasibility.
• Prepare/review customer contracts with guidance from Compliance & Legal.
• Follow up on inquiries to generate new business opportunities.
• Create open order reports for key customers.
• Facilitate customer meetings as required.
• Participate in customer-delight initiatives.
• Offer slow-moving inventory to customers when applicable.
• Assist in SAP changes, testing, and training.

Skills

Customer service

Communication

Interpersonal skills

MS Office Suite

Outlook

SAP

CRM

Enterprise software

Teamwork

Problem solving

Education

High School diploma

Bachelor's degree

Tools

SAP

CRM

MS Office Suite

Outlook

Job description

At Materion, everyone is included, respected and offered opportunity to grow. Join us! The Customer Support Specialist will be the point of contact for current and potential customers. This position helps support the Performance Materials (PM) business unit by generating revenue through obtaining orders, providing access to technical information. The Customer Support Specialist will work cooperatively with, Key Account Managers, Account Management, and other members of the PM team to grow existing customers and create new customers while increasing customer satisfaction. This role handles more complex & diverse PM product lines & customer accounts as assigned.

You Will Have The Opportunity To

• Be the single point of contact for customers, internal and external for order management activities
• Receive and process orders and inquiries from current and prospective customers
• Be responsible for customer phone calls via, direct, & team hunt group
• Monitor the status of orders and oftentimes initiate contact with customers to assure they are fully aware of any changes in the original delivery requirement
• Answer customers’ questions about products, prices, availability, or credit terms received via email, phone, M Power or internal inquiry
• Quote prices, credit terms, or other bid specifications as required received via email, phone, M Power or internal inquiry
• Accurately and effectively administers all aspects of order entry including invoices, certifications and acknowledgements, and international paperwork for exporting of Materion Products
• Maintain & verify customer records, using automated systems or other record retention methods as required
• Provide “Professional Service Level” regarding all verbal and written communications with current and potential customers
• Meet or exceed customer expectations regarding delivery, quality, and service measured by established monthly KPI’s
• Obtain working knowledge of Materion’ s products, applications, manufacturing, and technical capability
• Work collaboratively with, Key Account Managers, Account Management, & Manufacturing Site Operations, Planning, Shipping & Quality personnel to ensure timely communication is provided to customer
• Work with customers using problem resolution and recovery tools when material must be returned and/or credits issued
• Assist in other activities including shipping, invoicing, and purchasing as required
• Understand customer and industry specifications or requirements and determine feasibility of Materion PM products meeting these requirements
• Prepare & review Customer contracts containing flow down requirements with the discretion & guidance from Compliance & Legal Department(s) as required
• Proactively follow up on Customer inquiries in order to generate & accelerate New Business Opportunities as required
• Create open order reports for key customer as requested
• Facilitate customer meetings as required
• Participate in “delight our customer” activities
• Offer customer slow moving inventory where applicable
• Assist department Supervisor in SAP software changes, testing, & training as required
• Adhere to all Health & Safety requirements and serve as an active supporting participant of the plans and initiatives of Materion

Requirements

• High School diploma (some college preferred) or Bachelor's degree
• 3-5 years of experience with customer support
• Experience in a manufacturing environment is required, experience in the metals or custom fabrication industries is preferred
• Must be familiar or able to become familiar with advanced alloy systems & other engineered materials solutions
• Familiarity with industry, customer, and quality specifications preferred
• Exemplary interpersonal skill in dealing with customers, fellow team members inside and outside the site
• Detail-oriented and possess the ability to follow through on issues
• Excellent communication skills, both written and verbal
• Capable of working independently
• Willingness to participate in continued education opportunities to enhance skills and proficiency
• Proficient in MS Office Suite and Outlook
• Ability to learn Materion SAP, CRM, and Enterprise software tools utilized for daily business
• Must be positive and a good team player

The selection of the person to be hired for this position is contingent on the candidate having export compliance eligibility for access to U.S. controlled technology which comes under the licensing jurisdiction of the U.S. Department of State, International Traffic in Arms Regulations (ITAR) and the U.S. Department of Commerce, Export Administration Regulations (EAR). The candidate selected will have to qualify as either a U.S. citizen, a U.S. National, a lawful permanent resident of the U.S., a Person Admitted into the U.S. as an Asylee or Refugee., a National of a country that is not prohibited from having access to U.S. controlled technology (via a letter of assurance), or a Person to be approved for an export license by the governing agency whose technology comes under its jurisdiction. Please understand that any job offer that requires approval of an export license will be conditional on Materion’s determination that it will be able to obtain an export license in a time frame consistent with Materion’s business requirements.

Materion Corporation and its subsidiaries (the “Company”) is an equal employment opportunity employer. It is the Company’s policy to not unlawfully discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The Company also prohibits harassment of applicants and employees based on any of these protected categories. It is also the Company’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on the Company. Please inform the Company’s personnel representative if you need assistance completing any forms or to otherwise participate in the application process.

Materion’s Veteran Employee Resource group supports veterans and promotes the benefits of hiring veterans in the workplace. We honor all those who have served and are a military friendly company. Veterans are encouraged to apply and military experience and skills are transferrable to Materion careers.

Please provide complete information. An incomplete application may affect your consideration for employment.