Customer Support Specialist - Manufacturing

Materion Corporation•Mayfield Heights, OH

11d•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 technical information, growing customer relationships, and increasing customer satisfaction. The role handles more complex and diverse product lines and customer accounts and works closely with Key Account Managers, Account Management, manufacturing site operations, planning, shipping, quality, and other Performance Materials team members. The position has a hybrid schedule: remote on Mondays and Fridays and in the office on Tuesdays, Wednesdays, and Thursdays at Materion’s corporate headquarters in Mayfield Heights, Ohio. The successful candidate must meet export-compliance eligibility requirements for access to U.S.-controlled technology under ITAR and EAR.

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.
Familiarity with, or ability to become familiar with, advanced alloy systems and other engineered-material solutions.
Strong interpersonal skills when working with customers and team members inside and outside the site.
Detail-oriented, with the ability to follow through on issues.
Excellent written and verbal communication skills.
Ability to work independently.
Willingness to participate in continuing education to enhance skills and proficiency.
Proficiency in MS Office Suite and Outlook.
Ability to learn Materion SAP, CRM, and enterprise software tools used for daily business.
Positive attitude and ability to be a good team player.
Must qualify for export-compliance eligibility to access U.S.-controlled technology under ITAR and EAR, through one of the eligibility categories stated in the posting or approval for an export license.

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 calls directly and through the team hunt group.
Monitor order status and proactively communicate changes to customers’ original delivery requirements.
Respond to questions about products, pricing, availability, and credit terms through email, phone, M Power, or internal inquiries.
Quote prices, credit terms, and other bid specifications as required.
Administer order entry, including invoices, certifications, acknowledgements, and export paperwork for international shipments.
Maintain and verify customer records using automated systems or other required record-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.
Collaborate with account teams and manufacturing, planning, shipping, and quality personnel to ensure timely customer communications.
Use problem-resolution and recovery tools when material must be returned or credits issued.
Assist with shipping, invoicing, purchasing, and other activities as required.
Understand customer and industry specifications or requirements and assess whether Materion Performance Materials products can meet them.
Prepare and review customer contracts containing flow-down requirements, with guidance from Compliance and Legal as needed.
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 customer-delight activities.
Offer customers slow-moving inventory where applicable.
Assist the department Supervisor with SAP software changes, testing, and training as required.
Follow Health and Safety requirements and actively support Materion’s related plans and initiatives.