Sales & Customer Support Rep III

FRALOCK•Milpitas, CA

6d•$80,000 - $90,000•Onsite

About The Position

The Sales and Customer Support Representative III is a senior customer-facing professional responsible for managing strategic accounts, contracts, quotations, customer communications, and order execution. The role uses independent judgment to analyze contractual requirements, assess business risk, negotiate customer requests, and coordinate cross-functional execution to support customer satisfaction and operational performance. The position partners with Program Management, Production, Segment Management, Outside Sales, and customers to support contract compliance, on-time delivery, accurate forecasting, and execution of customer commitments. It also supports the handling and protection of ITAR-controlled and proprietary information. The position is on-site in Milpitas, California, and occasional travel may be required.

Requirements

At least 7 years of customer service, customer support, contract administration, or commercial operations experience in a manufacturing environment.
Associate degree or equivalent relevant industry experience.
Advanced proficiency with Microsoft Outlook, PowerPoint, Word, and Excel.
Excellent verbal and written communication skills.
Strong contract review and risk assessment capabilities.
Ability to manage multiple customers, projects, contracts, and priorities simultaneously.
Strong analytical and critical-thinking skills.
Ability to work independently within established protocols and with minimal supervision.
Advanced understanding of ERP/MRP and CRM systems.
Strong attention to detail and organizational skills.
Professional negotiation and customer relationship management skills.
Ability to build productive working relationships across departments.
Experience working within quality-driven manufacturing environments.
Experience evaluating contractual requirements and regulatory compliance obligations.
U.S. person status is required for access to ITAR- or EAR-controlled information.
Ability to lift up to 25 pounds.
A valid driver's license, insurance, and an acceptable driving record are required if occasional travel is undertaken.
Applicants must pass a post-offer background check.

Nice To Haves

Broad knowledge of ITAR and EAR requirements.
Broad knowledge of FAR and DFARS requirements for government contracts.
Manufacturing and materials knowledge related to the applicable product line.
Experience supporting Aerospace, Defense, Medical, or other regulated industries.
Ability to read and interpret technical drawings and blueprints.
Experience working within advanced quality systems such as ISO and AS standards.
Strong forecasting, reporting, and data analysis capabilities.

Responsibilities

Manage assigned customer accounts and projects.
Receive and respond to customer inquiries and requests.
Maintain accurate customer information in CRM systems.
Develop and maintain a comprehensive understanding of Fralock products, services, manufacturing processes, and capabilities.
Negotiate, prepare, and follow up on customer quotations.
Manage orders, including reviewing new and existing customer orders, handling expedite requests, and managing customer scorecards, on-time delivery, and customer portals.
Analyze and communicate customer requirements, terms, and contractual risks; validate that purchase orders align with quotations; and evaluate customer flow-down requirements.
Review and administer DPAS-rated orders and applicable FAR and DFARS requirements, and prepare purchase order acknowledgements as required.
Analyze and resolve customer issues that require customized solutions.
Coordinate across internal departments to support effective contract execution.
Facilitate customer meetings about delivery performance, recovery plans, and program status.
Communicate customer feedback, concerns, and satisfaction trends to appropriate stakeholders.
Partner with Program Managers, Segment Managers, and Outside Sales to support customer success and provide customer intelligence and market insights to Outside Sales.
Track, analyze, and report quotation, backlog, forecast, and on-time delivery metrics.
Prepare customer demand reports, sales order history, backlog reports, and forecasting information.
Negotiate scope changes, contract modifications, and purchase order amendments.
Prepare and present production status and open order reports for customer meetings.
Ensure proper handling, protection, storage, and management of ITAR-controlled and proprietary information.
Follow safety requirements, maintain good housekeeping in work and public areas, and perform other duties as assigned.