Sales and Customer Support Representative IIFull Time + Benefits (Medical, Dental, Vision, 401k with Company Match, PTO)
Job Type:OnsiteShift: 1stHourly Range: $ 37.00 - $ 43.00, DOELocation: Poway, CAJob SummaryThe Sales and Customer Support Representative II accurately executes quoting, order entry, reporting, follow-up, and related customer support activities to ensure a high level of customer satisfaction. The position manages assigned accounts and/or projects, maintains customer information in CRM systems, supports outside sales, coordinates order and contract execution across company functions, and partners with customers, Production, Program Managers, Segment Managers, and other departments. The role requires an understanding of Fralock products, manufacturing processes, customer requirements, ERP/MRP and CRM systems, and applicable ITAR/EAR and government contract requirements.
Essential Duties and ResponsibilitiesTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform these essential functions.
Under general supervision, must be able to perform a variety of job duties including, but not limited to:
- Manage assigned customer accounts and/or projects, including inbound customer communications, CRM data, customer requests, and coordination with internal departments.
- Execute quotation and order management activities, including contract review, order entry, expedite requests, quote follow-up, and timely responses to customer requests for quotes.
- Analyze and communicate customer requirements, contract terms, risks, purchase order alignment, flow-down requirements, and DPAS-rated contract requirements.
- Coordinate sales orders and contract execution across company functions, partnering with Program Managers, Segment Managers, Production, outside sales, and other departments as needed.
- Lead and support customer communications and meetings by preparing and presenting delivery schedules, recovery dates, production status, open-order information, and changes affecting customer satisfaction.
- Track, manage, analyze, and report customer and sales metrics, including on-time delivery, scorecards, quoting metrics, customer demand, sales order history, backlog, and forecast information.
- Actively review, mark, store, and protect ITAR-controlled and/or proprietary information in accordance with company standards.
- Follow all safety standards and procedures, including applicable requirements for the work environment.
- Maintain an organized, clean, and safe work area using safety standards and expectations.
- Other duties as needed or assigned by supervisor.
Required Skills- Strong oral and written communication skills.
- Proficiency with Microsoft Office tools.
- Ability to work under multiple deadlines and manage multiple customer demands while maintaining attention to detail.
- Ability to resolve common and complex customer requests and problems, including situations requiring a customized response.
- Ability to analyze and communicate customer requirements, terms, risks, and contract information accurately.
- Ability to manage multiple contracts, accounts, and projects effectively.
- Basic math skills and strong analytical and critical thinking skills.
Preferred Skills- Ability to work independently within established protocols.
- Advanced understanding of ERP/MRP and CRM software.
- Broad knowledge of ITAR and EAR requirements.
- Broad knowledge of FAR and DFARS requirements in government contracts.
- Ability to read blueprints.
- Technically oriented with strong analytical and critical thinking skills.
Education Requirements- High School Diploma/GED or equivalent; Associate degree preferred.
- 2 to 4 years of customer service-related industry experience; this is an intermediate-level position.
- Must have a valid driver's license, insurance, and an acceptable driving record.
Physical Requirements- Ability to lift up to 25 lbs.
- Work is performed mostly while sitting.
- Occasional driving is required.
Working Conditions- Work is performed indoors in an office setting.
- Must be able to work under multiple deadlines and with multiple customer demands.
- Maintain a professional demeanor under stress.
- Must be able to focus and manage details.
