Customer Support Representative II

Responsibilities

• Requires daily interaction with customers, which includes preparing quotes, performing data entry and following-up on customer's orders. Handle customer complaints in a professional and timely manner to ensure resolution and customer satisfaction
• Process strategic quotes for RFQs and work directly with Product Managers, Buyers, Account Managers, etc.
• Acts as liaison between customers and internal departments. Interface with various departments, i.e., Shipping, Planning, Engineering, and Quality.
• Able to process/prepare and coordinate large spreadsheets/LTA's, as required, for the Customer Support team
• Prepares quotes for the customers, which include pricing and delivery. If pricing is not available, coordinate with the necessary department to obtain pricing. Work with factory if delivery does not meet the needs of the customer
• Accept orders from the customer. Book orders to the applicable location. Coordinate adding the item master for part numbers as required. Work with change notices from the customer, which may include cancellations, reschedules and quantity changes. Make appropriate changes to the sales order. Address customers' needs on late deliveries or expedited parts as required
• Perform proper Contract Review and follow all Sales Procedures as required
• Maintain organized sales files. Sales file must contain purchase order, sales order, changes, notices from the customer and any correspondence with customer or factory
• Train other CSR's on daily activities, including but not limited to RFQs and proper formatting
• Handle initial rejected parts or paperwork from the customer, coordinate with the Quality Department and issue an RMA when necessary
• Work with past dues invoices or short pays. Perform necessary research to resolve the problem. Initiate credit/debit memos as required
• Obtain knowledge of Howmet Fastening System products, which include conversions, substitutions, and knowledge of competitor's products
• On occasion, visit assigned customers with coordination of Account Manager and Team Leader
• Must understand customer's terms and conditions and long-term agreements. Possess an understanding of contract language
• As required, in the absence of other department team members work to support their customers in a backup roll

Basic Qualifications

• At Minimum 5 years of experience in a customer facing role in either a Support and/or Sales position.
• Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

• This position is subject to the International Traffic in Arms Regulations (ITAR) which requires U.S. person status.

Preferred Qualifications

• Bachelor's degree
• Experience in aerospace, defense, manufacturing, automotive (etc.)
• +10 years of experience as sales/customer relationship building experience
• Aerospace fastener market knowledge or experience highly desired
• Analytically oriented and able to effectively problem solve and deliver on objectives
• Knowledge of Aerospace forging, machining, & fastening processes preferred
• Proven experience with customer relationship building & business development activity is desired
• Exceptional written/oral communication, negotiation, presentation and interpersonal skills
• Strong organizational skills, ability to manage multiple large projects and interact with all organization levels
• Understanding of terms and conditions documents, commercial agreements and contract language
• Strong proficiency with MS Office (Excel, PowerPoint, Word, Outlook) and related computer skills
• Be familiar with international accounts and export regulations
• Be familiar with OEM/Engine accounts and specifics regarding the product and procedures
• Be familiar with distributor accounts and specifics regarding distributor agreements and procedures

Additional Requirements

• Must be able to work on site in Torrance, California. This role is Hybrid with remote work available on Tuesdays and Fridays.

Benefits/Salary:

• The position includes competitive wages and a comprehensive benefits package, including health insurance (medical, dental, vision), excellent 401k matching program, paid holidays and vacation. The salary range for this position is $65K to $80K and this role is eligible for overtime based on California overtime laws. (Actual compensation is subject to variation due to factors such as education, experience, skillset, and/or location).