Sales and Customer Support Representative III

Full Time + Benefits (Medical, Dental, Vision, 401k with Company Match, PTO)

Job Type: On-site

Salary Range: $80,000 - $90,000, DOE

Location: Milpitas, CA

This position requires access to information controlled under the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR). The successful candidate must be a "U.S. person" as defined in the ITAR and EAR, which generally means the individual is a U.S. citizen or national, a lawful permanent resident, or a person admitted to the United States as a refugee or granted asylum under applicable law.

Job Summary

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 activities. This role exercises independent judgment in analyzing contractual requirements, assessing business risk, negotiating customer requests, and coordinating cross-functional execution to ensure superior customer satisfaction and operational performance.

The position partners closely with Program Management, Production, Segment Management, Outside Sales, and customers to support contract compliance, on-time delivery, accurate forecasting, and successful execution of customer commitments.

Key Responsibilities
• Manage assigned customer accounts and projects.
• Receive and respond to customer inquiries and requests.
• Maintain accurate customer information within CRM systems.
• Develop and maintain a comprehensive understanding of Fralock products, services, manufacturing processes, and capabilities.
• Negotiate, prepare, and follow up on customer quotations.
• Execute order management activities, including:

• Contract review of new and existing customer orders.
• Expedite request management.
• Customer scorecard, on-time delivery, and portal management.
• Analysis and communication of customer requirements, terms, and contractual risks.
• Validation that customer purchase orders align with quotations.
• Evaluation of customer flow-down requirements, including FAIR, CoC, ship authorization, and related requirements.
• Review and administration of DPAS-rated orders and applicable FAR and DFARS requirements.
• Customer purchase order acknowledgements as required.

• Analyze and resolve customer issues requiring customized solutions.
• Lead coordination across internal departments to support effective contract execution.
• Facilitate customer meetings regarding 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 drive customer success.
• Provide ongoing 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 all safety requirements, maintain good housekeeping in work and public areas, and perform other duties as assigned.

Required Skills
• Advanced proficiency with Microsoft Office tools, including 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.
• U.S. person status required for access to ITAR- or EAR-controlled information.

Preferred Skills
• 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.

Experience Requirements
• 7+ years of customer service, customer support, contract administration, or commercial operations experience in a manufacturing environment.
• Advanced understanding of ERP/MRP and CRM systems.
• Experience working within quality-driven manufacturing environments.
• Experience evaluating contractual requirements and regulatory compliance obligations.

Education Requirements
• Associate degree or equivalent relevant industry experience.

Physical Requirements and Working Conditions
• Mostly sitting in an indoor office environment.
• Ability to analyze and manage large amounts of information and data.
• Ability to coordinate and prioritize multiple competing activities.
• Ability to work effectively under multiple deadlines and changing customer demands.
• Ability to maintain a professional demeanor under pressure.
• Ability to lift up to 25 pounds.
• Occasional travel may be required. A valid driver's license, insurance, and acceptable driving record are required.

Physical Requirements

• Mostly sitting
• Compiling, Gathering & Analyzing Data
• Coordinating & Prioritizing
• Multitasking
• Communicating with internal teams/departments, customers and venders.
• Occasional Travel: driver's license, insurance, & acceptable driving record
• Able to lift 25lbs

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of a position.

Applicants must pass a post offer background check.