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Hyperion Materials & Technologies · 2 weeks ago

Customer Service Representative - Defense

Dublin, OH

Full-time

Hybrid

Mid Level

3+ years exp

Hyperion Materials & Technologies is a company focused on defense programs, seeking a Customer Service Representative to provide exceptional support for clients and stakeholders. The role involves ensuring compliance with defense contract requirements, managing customer orders, and facilitating communication between sales and operations teams.

Advanced MaterialsIndustrial ManufacturingManufacturing

Responsibilities

Receives customer orders from the customer directly, or from a Defense sales team member

Confirms that customer purchase orders conform to Hyperion and defense requirements. Verifies their accuracy against the customer pricing and/or quotation

Enters orders in ERP in an accurate and timely manner to ensure the customer order is executed

Maintains comprehensive knowledge of contract terms, conditions, and compliance requirements, ensuring accurate and compliant communication with customers

Verifies customers who place orders are properly set up in M3 as a customer. Coordinates with stakeholders to ensure new customer setup is completed

Verifies product setup for new and existing product purchases. If products are not set up, coordinates with the plant to ensure that products are properly set up for execution

Verifies customer pricing is set up for the products that are on the purchase order, and coordinates set up with the business

Assesses which is the appropriate order flow and manages the order entry process to ensure accurate transactions across business entities

Delivers order confirmation to the customers

Coordinates with internal teams (e.g., compliance, legal, operations) to resolve customer issues and ensure adherence to defense contract protocols. Engages with logistics, planning, and other operations functions to understand the status of customer order related issues to accelerate issue resolution

Responds promptly and professionally to customer inquiries related to defense contracts via phone, email, and other communication channels. Researches, strives to resolve, and elevates as appropriate. Communicates issue updates back to defense sales team or directly to the customer to ensure effective customer updates

Documents all customer interactions and maintain detailed records in accordance with federal and company data retention policies

Participates in order reviews with operations with the goal of ensuring that upcoming orders are on-track

Monitors upcoming 'orders due' to confirm with operations that they are on-track

Executes ERP updates related to customer delivery dates, following input from operations

Resolves customer claims regarding credit and billing

Establishes, maintains, and updates physical customer files which may be audited for compliance with defense regulations

Monitors contract performance and proactively identify potential compliance risks, escalating concerns as needed

Assists customers in navigating contract requirements, security clearances, and regulatory obligations specific to defense contracts

Supports audit and review processes by providing timely and accurate documentation as requested

Participates in ongoing compliance training and stay updated on changes to defense contract regulations and standards

Qualification

Defense contract complianceERP data entryCustomer service experienceAudit preparationMicrosoft Office SuiteBusiness communication skillsFluent in EnglishAttention to detailSelf-starterFast-paced environment