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Materion Corporation · 11 hours ago

Lead Customer Service Representative

Westford, MA

Full-time

Onsite

Senior Level, Lead/Staff

$30/hr - $40/hr

8+ years exp

Materion Corporation is committed to inclusion and respect, and they are seeking a Lead Customer Service Representative. This role involves serving as a Customer Advocate, coordinating customer needs with operational requirements, and ensuring high-quality service and order accuracy.

Advanced Materials

No H1B

Security Clearance Required

U.S. Citizen Only

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

Qualification

ERP systemCustomer advocacyProject managementBusiness acumenOpticsInterpersonal communicationProblem-solvingTeam collaborationWritten communication

Required

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

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