Lead Customer Service Representative

Materion•Westford, MA

5d•$30 - $40

About The Position

At Materion, everyone is included, respected and offered opportunity to grow. Join us! Under the direction of the Customer Project Manager, the Lead Customer Service Representative works closely with customers to identify areas needing improvement and coordinate the implementation of the solutions. This individual will be serving as a proactive Customer Advocate that provides an empathetic voice for our customers and partners while driving status of inquiries, order entry/accuracy, and delivery in a way that makes us their First Choice as a supplier. Individual will be responsible for coordinating customer needs with Materion operational and business needs to enable best possible outcomes. You will have the opportunity to: Oversee the contract review system and enter orders into ERP system, provide acknowledgements to customers and work with inside team to make changes to backlog as needed. Support sales staff and operations leadership as required when customer issues arise. Provide preliminary screening of Order for correct addresses, contact info, etc. Administer sign-off process for contract review, communicate order confirmation to customer, enter purchase orders into ERP, Report delivery status to customer and internally, communicates needs for delivery schedule changes, obtains delivery date commitments Support quotation process as required, providing guidance on scheduling constraints, lead times and connecting sales and operational / engineering resources to identify issue and enable best possible quote accuracy. Connect estimates with new orders and maintain rough capacity planning database to enable best possible operational and quotation decisions for lead times and delivery commitments Drive order quality and customer relationships via coordinating with Quality and operations on RMA issues. Conducts root cause analysis demonstrating a high-level comprehension of business impact across customer/partner escalations while manifesting a commitment to the mission, goals and strategies across teams and key stakeholders. Support of finance in their efforts to provide accurate, timely invoices, credits, refine settlements Partner with marketing communications to monitor Net Promoter scores and make suggestions for areas needing improvement. Champion or participate on teams to address issues identified. Positively influence external customer satisfaction and retention by receiving and effectively managing complex, mission-critical or politically sensitive customer escalations and reporting on GM and bookings progress Drive teamwork and collaboration. Demonstrates problem-solving abilities, particularly when confronted with time-sensitive and ambiguous issues that require collaborative evaluation & resolution. Consistently demonstrates the aptitude to investigate an issue, quickly ascertain the requested solution and engage the most appropriate resource or resources to drive the customer's request to a timely resolution Quantitative Data Lead order entry and quoting administration execution within site operations and commercial teams for product lines of $40M+ annual revenue and 200-400 order lines per month. Drive on time delivery for repeat orders at 90% or higher and enable prototype projects to complete in a timely fashion per development timelines. Must be able to manage multiple projects and material flow for 4-8 major processing areas and between 1-3 buildings while maintaining ERP and data tracking systems for accurate reporting internally and externally with customers.

Requirements

Bachelors Degree or equivalent work experience
Eight or more years (5+) working in small teams and influencing large teams in a matrix managed environment
Experience in managing and driving simultaneous work efforts.
Strong business acumen coupled with outstanding execution skills to drive projects to timely completion.
Effective oral, written and interpersonal communication skills, with strong presentation skills.
Strong customer advocacy focus and/or project management experience
Ability to fluidly operate within structured and unstructured environment
Must be a self-starter, motivated individual who works well under pressure
Ability to multi-task, prioritize and coordinate tasks to meet multiple deadlines
Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment
Effective communication skills with all levels of management, including the ability to influence at the executive level
Good understanding of end-to-end customer interactions from Prospect to Orders to Fulfillment to Product Usage to Reclaim and settlement Services
Ability to read, analyze and interpret manufacturing and business processes.
Good team skills.
Organizes teams to resolve issues, sets agendas, holds team members accountable to assigned tasks.
Good interpersonal skills.
Proven successful cross-collaboration skills with an emphasis on proactively building and retaining ongoing, productive team relationships.
Engages internal resources resulting in successful cross-group collaboration.
Continually building influence with internal contacts. (e.g. Operations, Finance, Purchasing, Sales, etc.).
Proven ability to succeed in a dynamic and constantly evolving business landscape.
Must demonstrate problem-solving abilities, particularly when confronted with time-sensitive issues that require collaborative evaluation & resolution across team boundaries.
Demonstrate prioritization skills and manage effective communication across multiple programs and business groups.
Demonstrate considerable understanding of Materion products & internal company structure and systems.
Problem solving skills with the ability to manage uncertainties while handling multiple priorities.
Knowledge of global and cross-cultural communication styles and business protocol.
Writes clearly and informatively.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, or diagram form.
Understanding of optics and experience in a globally matrixed environment
This position requires the eligibility to obtain a security clearance.
Non-US citizens may not be eligible to obtain a security clearance.
For individuals to be considered for a security clearance, the Defense Counterintelligence and Security Agency (DCSA), conducts personnel security background investigations for the Department of Defense and other federal agencies.
More information about security clearances can be found on the Defense Counterintelligence and Security Agency (DCSA) website here: https://www.dcsa.mil/mc/pv/adjudications/
The selection of the person to be hired for this position is contingent on the candidate having export compliance eligibility for access to U.S. controlled technology which comes under the licensing jurisdiction of the U.S. Department of State, International Traffic in Arms Regulations (ITAR) and the U.S. Department of Commerce, Export Administration Regulations (EAR).
The candidate selected will have to qualify as either a U.S. citizen, a U.S. National, a lawful permanent resident of the U.S., a Person Admitted into the U.S. as an Asylee or Refugee., a National of a country that is not prohibited from having access to U.S. controlled technology (via a letter of assurance), or a Person to be approved for an export license by the governing agency whose technology comes under its jurisdiction.
Please understand that any job offer that requires approval of an export license will be conditional on Materion’s determination that it will be able to obtain an export license in a time frame consistent with Materion’s business requirements.

Responsibilities

Oversee the contract review system and enter orders into ERP system, provide acknowledgements to customers and work with inside team to make changes to backlog as needed.
Support sales staff and operations leadership as required when customer issues arise.
Provide preliminary screening of Order for correct addresses, contact info, etc.
Administer sign-off process for contract review, communicate order confirmation to customer, enter purchase orders into ERP, Report delivery status to customer and internally, communicates needs for delivery schedule changes, obtains delivery date commitments
Support quotation process as required, providing guidance on scheduling constraints, lead times and connecting sales and operational / engineering resources to identify issue and enable best possible quote accuracy.
Connect estimates with new orders and maintain rough capacity planning database to enable best possible operational and quotation decisions for lead times and delivery commitments
Drive order quality and customer relationships via coordinating with Quality and operations on RMA issues.
Conducts root cause analysis demonstrating a high-level comprehension of business impact across customer/partner escalations while manifesting a commitment to the mission, goals and strategies across teams and key stakeholders.
Support of finance in their efforts to provide accurate, timely invoices, credits, refine settlements
Partner with marketing communications to monitor Net Promoter scores and make suggestions for areas needing improvement.
Champion or participate on teams to address issues identified.
Positively influence external customer satisfaction and retention by receiving and effectively managing complex, mission-critical or politically sensitive customer escalations and reporting on GM and bookings progress
Drive teamwork and collaboration.
Demonstrates problem-solving abilities, particularly when confronted with time-sensitive and ambiguous issues that require collaborative evaluation & resolution.
Consistently demonstrates the aptitude to investigate an issue, quickly ascertain the requested solution and engage the most appropriate resource or resources to drive the customer's request to a timely resolution
Lead order entry and quoting administration execution within site operations and commercial teams for product lines of $40M+ annual revenue and 200-400 order lines per month.
Drive on time delivery for repeat orders at 90% or higher and enable prototype projects to complete in a timely fashion per development timelines.
Must be able to manage multiple projects and material flow for 4-8 major processing areas and between 1-3 buildings while maintaining ERP and data tracking systems for accurate reporting internally and externally with customers.