B2B Customer Service/Account Representative

Microwave Power Products (MPP)•Palo Alto, CA

2d•$65,000 - $90,000•Onsite

About The Position

Microwave Power Products (MPP) is a global manufacturer of highly engineered electronic components and subsystems used in aerospace, defense, medical, scientific, industrial, and communications applications. We’re looking for an experienced B2B Customer Service/Account Representative/Customer Sales Representative to manage customer relationships, coordinate orders and quotes, and help grow the business in a highly technical manufacturing environment. This role is for someone who can build credibility with customers, communicate confidently with internal teams, and take ownership when something needs to get done. You should be comfortable picking up the phone, asking questions, working through a problem, and following it through to a resolution. You don't have to be an engineer or come from aerospace. We can teach you our products. What we need is someone who can learn quickly, build relationships, exercise good judgment, and represent MPP well with our customers.

Requirements

3+ years of experience in customer service, inside sales, sales support, account management, or a related customer-facing role
Confident speaking with customers by phone and can build rapport quickly
Communicate clearly, professionally, and comfortably with people at different levels
Know how to listen, ask questions, and understand what a customer actually needs
Proactive and naturally inclined to follow up rather than wait for someone else
Can handle customer problems calmly and work toward practical solutions
Comfortable learning technical products and asking questions when you don't know something
Can balance customer needs with business requirements, pricing, delivery, and internal priorities
Organized and detail-oriented without losing sight of the customer
Can work effectively with Sales, Engineering, Quality, Operations, and Accounting
Comfortable using ERP/CRM systems and Microsoft Office
Want to grow with a company and build meaningful expertise over several years
Applicants must be able to comply with applicable export control requirements.
For security clearance position, the candidate must be a US citizen with the ability to obtain a U.S. Department of Defense (DoD) Security Clearance as required

Nice To Haves

Aerospace, defense, electronics, industrial manufacturing, or another technical B2B environment is a plus, but not required.
JD Edwards and Salesforce are a plus
holding a security clearance is a plus

Responsibilities

Manage day-to-day relationships with assigned customer accounts through phone, email, and in-person communication
Respond to customer inquiries and resolve issues with professionalism, urgency, and sound judgment
Manage sales orders, returns, credits, shipments, and delivery follow-up from order entry through fulfillment
Review customer purchase orders and terms for pricing, quality requirements, delivery expectations, and other contractual requirements
Monitor open orders and proactively communicate changes, risks, or delays to customers
Build a strong understanding of customer needs, products, and purchasing patterns
Work with Engineering, Quality, Production, and Accounting to resolve customer issues and keep commitments
Maintain accurate customer records and activity in ERP and CRM systems
Prepare and present customer quotations and proposals using established pricing guidelines
Follow up on open quotations and identify opportunities to convert quotes into orders
Identify potential new customers and business opportunities
Conduct proactive customer outreach by phone and email
Participate in customer visits, industry events, and other business-development activities
Develop a working understanding of MPP's products and applications in order to have informed customer conversations
Contribute to sales goals and customer growth
Manage customer portals and requirements for RFQs, orders, and updates
Partner with Accounting on past-due accounts and Pro Forma invoices
Bring customer feedback back to the business and help identify opportunities for improvement
Look ahead for potential customer or order issues rather than waiting for them to become problems
Take ownership of commitments and communicate clearly when something needs additional support or escalation