Sales - Customer Care Advocate

Kymera International; Durham (NC); On-site; USD 42,000 - 64,000; Full time

Job summary

Kymera International seeks a Customer Care Advocate to be the primary contact between customers and internal teams, ensuring a seamless order fulfillment process from quotation to shipment. You will manage orders in SAP, provide proactive status updates, and support cross-functional collaboration to meet delivery schedules.

The role requires on-site presence at the RTP facility in Durham, NC, with fast-paced communication and a focus on customer satisfaction and operational efficiency.

Qualifications

• High School Diploma or GED required.
• Associate or Bachelor's degree preferred in business, supply chain, manufacturing, or related field.
• Valid driver’s license required.
• Minimum 3 years of customer service experience in a manufacturing environment.
• Experience with SAP ERP preferred; other ERP experience considered.
• Proficiency in Microsoft Office (Excel, Outlook, Word).
• Strong organizational and multitasking skills.
• Excellent written and verbal communication skills.
• Ability to prioritize in a fast-paced manufacturing environment.
• Experience in powder metallurgy or aerospace/defense manufacturing is a plus.
• Knowledge of production scheduling and manufacturing workflows.
• Experience reading purchase orders, engineering drawings, or manufacturing specs.
• Understanding of logistics, freight, and export documentation.
• Ability to work on-site at the RTP facility in Durham, NC.

Responsibilities

• Serve as primary contact for customer inquiries via phone and email with order updates.
• Build and maintain strong customer relationships through professional communication.
• Monitor open orders and proactively communicate delays or changes.
• Coordinate cross-functional and cross-site activities to meet customer requirements.
• Enter and maintain customer orders in SAP, including pricing and shipping details.
• Generate order acknowledgements and confirm delivery dates.
• Process order changes, cancellations, returns, and credits.
• Maintain customer master data and electronic records.
• Coordinate with Quality to provide certifications and documentation.
• Prepare shipping documents and ensure CoC and required documentation accompany shipments.
• Ensure compliance with ISO 9001, AS9100, and internal documentation requirements.
• Support KPI tracking: OTD, Order Accuracy, Response Time, Customer Satisfaction, Backlog.

Skills

Customer service

Communication skills

Organizational skills

Multitasking

Problem solving

Education

High School Diploma or GED

Associate or Bachelor's degree in Business, Supply Chain, Manufacturing, or related field

Tools

SAP ERP

Job description

Position Summary

The Customer Care Advocate serves as the primary point of contact between customers and internal teams, including Sales, Production, Engineering, Quality, and Shipping, to ensure a seamless and positive customer experience throughout the order fulfillment process. This role is responsible for managing customer orders from quotation through shipment, maintaining accurate customer and order information within SAP, and providing proactive communication regarding order status, lead times, delivery schedules, and issue resolution.

The successful candidate will collaborate closely with cross-functional teams to support on-time delivery, customer satisfaction, and operational efficiency. This position may provide support across multiple manufacturing locations, coordinating customer requirements, production activities, and order fulfillment to ensure consistent service levels and business continuity across facilities.

Work Location

This position is based at our RTP facility in Durham, NC and requires regular on-site attendance. A consistent in-office presence is necessary to effectively support customers and collaborate with cross-functional teams, including Production, Quality, Shipping, Engineering, and Sales.

Essential Duties and Responsibilities

• Serve as the primary point of contact for customer inquiries via phone and email and provide updates such as order status, lead times, pricing information, and delivery commitments.
• Build and maintain strong customer relationships through responsive and professional communication.
• Monitor open orders and proactively communicate delays or schedule changes.
• Facilitate cross-functional and cross-site coordination to ensure customer requirements, production schedules, inventory availability, and delivery commitments are effectively managed.
• Accurately enter and maintain customer orders within SAP, including updates to pricing, customer information, and shipping instructions.
• Generate order acknowledgements and confirm delivery dates.
• Process order changes, cancellations, returns, and credit requests.
• Create and maintain customer master data, files, and electronic records.
• Coordinate with Quality Assurance to provide certifications, inspection reports, and customer-required documentation.
• Prepare shipping documentation and ensure required Certificates of Conformance (CoC), certifications, and customer-required documentation accompany all shipments.
• Ensure compliance with ISO 9001, AS9100, customer-specific, and internal documentation requirements.
• Support KPI tracking including:
  • On-Time Delivery (OTD)
  • Order Accuracy
  • Response Time
  • Customer Satisfaction
  • Backlog Management
• Perform other duties and responsibilities as assigned to support customer service, operational, and business objectives.

Qualifications

• High School Diploma or GED required.
• Associate or Bachelor's degree in Business, Supply Chain, Manufacturing, or related field preferred.
• Valid driver's license required.
• Minimum of 3 years of customer service experience in a manufacturing environment.
• Experience with SAP ERP strongly preferred; experience with other ERP systems will be considered.
• Proficiency in Microsoft Office (Excel, Outlook, Word).
• Strong organizational and multitasking skills.
• Excellent written and verbal communication skills.
• Ability to prioritize work in a fast-paced manufacturing environment.
• Experience supporting customers in powder metallurgy, advanced materials, aerospace, defense, or precision manufacturing environments preferred.
• Knowledge of production scheduling and manufacturing workflows.
• Experience reading purchase orders, engineering drawings, or manufacturing specifications.
• Understanding of logistics, freight, and export documentation.
• Demonstrated ability to build and maintain effective customer relationships through professional communication and responsive service.
• Ability to work on-site at the RTP facility in Durham, NC and maintain reliable attendance.
• Must be legally authorized to work in the United States.

Work Environment

• This position is primarily office-based and located within a manufacturing facility that produces copper powders and related metal powder products. Employees may periodically enter production, warehouse, and shipping areas to support customer service activities, review order status, and collaborate with Operations, Quality, Production, and Logistics personnel.
• During visits to production areas, employees may be exposed to manufacturing conditions including noise, dust, airborne metal particulates, moving equipment, and varying temperatures. Appropriate personal protective equipment (PPE) is required when entering designated production areas and may include safety glasses, hearing protection, safety-toe footwear, gloves, respiratory protection, or other equipment as required by site policies and specific work activities.
• Employees are expected to comply with all company safety procedures and maintain a safe, clean, and organized work environment.

EEO Statement

Kymera International is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.