Inside Sales /Customer Service Manager

Valence Surface Technologies; West Springfield (MA); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Long term Disability

401(K) - 3% Match

Employee Assistance Program

Holiday Pay

Job summary

Valence Surface Technologies in the United States is seeking a customer-focused professional to qualify new accounts and manage existing relationships to hit site level New Business Wins expectations. You will track pricing, review profitability, monitor orders from receipt through shipment, and coordinate with planning, production, quality and engineering to provide timely updates to customers.

This role requires strong communication, ability to handle escalations, and collaboration across

Qualifications

• Qualify new customer accounts and manage relationships to achieve site level New Business Wins expectations.
• Track pricing updates to meet profitability objectives.
• Monitor metrics like conversion rates and customer satisfaction scores.
• Negotiate pricing and terms when applicable.
• Coordinate with internal teams to provide timely customer updates.

Responsibilities

• Serve as primary contact for aerospace customers regarding order status, delivery schedules, and quality inquiries.
• Monitor orders from receipt through completion and shipment.
• Coordinate with Planning, Production, Quality, and Engineering to provide timely updates to customers.
• Lead customer issue resolution and maintain high service standards.
• Promote and educate customers on Valence’s processes and approvals.
• Manage RFQs using CRM tools and support estimating teams.
• Build strong customer relationships through proactive communication and service.

Skills

Account management

CRM tools

Pricing negotiation

Customer service

Cross-functional coordination

Communication

Tools

CRM software

Job description

Qualify new customer accounts and manage current customer relationships to achieve Site level New Business Wins expectations

• Track and review pricing for updates as necessary to meet or exceed profitability objectives
• Track metrics like conversion rates, customer satisfaction scores, and sales volume trends
• Negotiate pricing and terms and conditions when applicable
• Manage the Customer Service team members to drive customer satisfaction and site performance
• Resolve escalated complaints and maintain high service standards to keep customers loyal
• Manage New Business Integration (NBI) process for new business. Act as the liaison between the customer, customer service team and operations
• Manage incoming Request for Quotes (RFQ) using CRM tools and prioritize estimating teams activities
• Promotion and customer education on the Valence’s extensive processes and approvals
• Proactively manage accounts with quotation follow-up and relationship building
• Backup customer service team during times of high sales calls or absences
• Perform in a fast-paced work environment among various groups including customers, internal customer service, planning, and production Serve as the primary point of contact for aerospace customers regarding order status, delivery schedules, quality concerns, and technical inquiries.
• Monitor orders from receipt through completion and shipment.
• Manage customer communications related to purchase orders, schedule changes, expedites, and delivery commitments.
• Coordinate with Planning, Production, Quality, and Engineering to provide accurate and timely updates to customers.
• Lead customer issue resolution efforts, including late deliveries, quality concerns etc.
• Develop and maintain strong customer relationships through proactive communication and exceptional service.
• Monitor customer satisfaction feedback and flow to leadership and assist in driving corrections actions to mitigate negative trends.
• Participate in customer audits, business reviews, and operational meetings as required.
• Conduct customer meetings and business reviews as required.
• Other duties as assigned
  

Company Benefits
Medical, Dental, Vision, Long term Disability, Employee Assistance Program, 401(K)-3% Match, Holiday Pay
This position requires access to EAR or ITAR controlled technologies. Applicants are required to be eligible for employment under U.S. export control laws and must meet the requirement of being a “U.S. Persons”.