Customer Support Specialist - Manufacturing

Materion•Mayfield Heights, OH

10d•Hybrid

About The Position

The Customer Support Specialist serves as the point of contact for current and prospective customers and supports Materion’s Performance Materials business unit by obtaining orders, providing access to technical information, growing existing accounts, developing new customers, and improving customer satisfaction. The role manages complex and diverse product lines and customer accounts, and works with Key Account Managers, Account Management, manufacturing site operations, planning, shipping, quality, and other teams. The position follows a hybrid schedule: remote on Monday and Friday, and in-office Tuesday through Thursday at Materion’s corporate headquarters in Mayfield Heights, Ohio. The position handles customer order management, inquiries, quotations, order status updates, order entry, customer records, and related documentation. It also supports problem resolution, customer contracts, business development, reporting, customer meetings, and department activities involving SAP changes, testing, and training. The role requires working knowledge of Materion products, applications, manufacturing, and technical capabilities, and adherence to Health & Safety requirements. Employment is contingent on the candidate meeting export-compliance eligibility requirements for access to U.S.-controlled technology.

Requirements

High school diploma; some college is preferred, or a bachelor’s degree.
3–5 years of customer support experience.
Experience in a manufacturing environment is required.
Must be familiar with, or able to become familiar with, advanced alloy systems and other engineered materials solutions.
Strong interpersonal skills when working with customers and internal team members.
Detail-oriented, with the ability to follow through on issues.
Excellent written and verbal communication skills.
Ability to work independently.
Willingness to participate in continued education opportunities to enhance skills and proficiency.
Proficiency in Microsoft Office Suite and Outlook.
Ability to learn Materion SAP, CRM, and enterprise software tools used in daily business.
Positive attitude and ability to work as a team player.
Must meet the stated export-compliance eligibility requirements for access to U.S.-controlled technology, or be eligible for an export license as described in the posting.

Nice To Haves

Some college education.
Experience in the metals or custom fabrication industries.
Familiarity with industry, customer, and quality specifications.

Responsibilities

Serve as the single point of contact for customers regarding order management activities.
Receive and process orders and inquiries from current and prospective customers.
Handle customer phone calls through direct lines and team hunt groups.
Monitor order status and proactively inform customers of changes to delivery requirements.
Answer questions about products, prices, availability, and credit terms through email, phone, M Power, or internal inquiries.
Provide prices, credit terms, and other bid specifications as required.
Administer order entry, invoices, certifications, acknowledgements, and international export paperwork accurately.
Maintain and verify customer records using automated systems or other required retention methods.
Provide professional verbal and written service to current and prospective customers.
Meet or exceed customer expectations for delivery, quality, and service, as measured by monthly KPIs.
Develop working knowledge of Materion products, applications, manufacturing, and technical capabilities.
Coordinate with Key Account Managers, Account Management, manufacturing site operations, planning, shipping, and quality to ensure timely customer communication.
Use problem-resolution and recovery tools when materials must be returned or credits issued.
Assist with shipping, invoicing, purchasing, and other activities as required.
Assess customer and industry specifications or requirements and determine whether Materion Performance Materials products can meet them.
Prepare and review customer contracts containing flow-down requirements, with guidance from Compliance and Legal as required.
Follow up proactively on customer inquiries to generate and accelerate new business opportunities.
Create open-order reports for key customers as requested.
Facilitate customer meetings as required.
Participate in activities intended to delight customers and offer slow-moving inventory where applicable.
Assist the department Supervisor with SAP software changes, testing, and training.
Adhere to Health & Safety requirements and actively support Materion plans and initiatives.