Customer Support Specialist - Janesville, United States - United Alloy

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    ** United Alloy, Inc.**

    ** Customer Support Specialist**

    Janesville, WI 53545

    **United Alloy is seeking an actively engaged sales team member to provide excellent customer service to our band of customers** **REPORTS TO:** Inside Sales Manager

    **SUMMARY:**

    Under the direction of the Inside Sales Manager, the Customer Support Specialist will provide the first line of contact and on-going support for the UAI customer base and sales team with all commercial and communication needs. This position will support customer retention activities as well as onboarding new customers. The primary focus of this position will be to ensure the internal sales process is a genuinely positive experience for the customer that is seamless, efficient and effective from the customers initial contact and inquiry through delivery of product to customer.

    **ESSENTIAL DUTIES & RESPONSIBILITIES:**

    Interact with purchasing, planning, and engineering staff at the customer

    Assist outside sales in the accurate and prompt support of customers

    Act as qualified liaison between the customer and the company as well as sales and technical departments

    Organizes and follows up on leads, inquiries and quotes with potential and existing customers to secure prompt, accurate and effective disposition

    Handles inbound sales lead calls to capture critical qualifying information to facilitate effective follow through and conversion

    Tracks and logs quote opportunities

    Daily Contract Review for assigned accounts

    Generates ECN number and forwards to Engineering

    Helps designers follow up on customer approval drawings

    Preparation of ECN Folders

    Coordinates prompt sales order acknowledgements with production

    Gather accurate shipping information and requirements from the customer

    Gather accurate delivery information from production meetings. Confirms delivery to customer base

    Routinely reviews PO mailbox content and processes accordingly

    Maintains customer Open Orders Reports as assigned

    Interacts with Production Control to accept POs and confirm with customer date of shipment

    Sends quote report out - Daily

    Help develop and administer product literature As needed

    Builds and maintains positive and mutually productive customer relationships

    Works with outside sales to keep account activities up to date

    Help to investigate and resolve customer challenges with deliveries

    Has the authority to stop production when nonconforming parts are detected

    Attends trade shows

    Keep all mailing lists up to date

    Understands and demonstrates the 6 core behavioral expectations: Communicative, Motivated, Responsible, Dependable, Inquisitive, Accountability

    Ownership and active participation in sales programs and projects

    Ensure internal sales process is efficient and effective from initial customer introduction through conversion and delivery of product to customer

    Ensure maintenance of existing customers and growth with potential new customers

    Assist in achievement of annual sales revenue and profit plan

    **QUALIFICATIONS:**

    Associates or Bachelors degree in Business or related field helpful

    4-5 years of sales and/or customer service experience within the manufacturing field

    Must possess effective written and verbal communication skills

    Highly organized able to handle multiple tasks at the same time

    Motivated with a keen ability to prioritize and problem solve

    Must demonstrate professionalism, accountability, and the desire for challenges

    Must have clear understanding of time constraints and deadlines in respect to customer relations both internally and externally

    Must have exceptional interpersonal skills

    Capable of routinely engaging with customers to resolve issues and generate goodwill.

    Must be able to navigate in a windows based computer environment

    Experience with Microsoft Office, including Outlook, Excel, PowerPoint and Word

    Ability to travel 10% of the time

    **12 Expected Behaviors of Actively Engaged Person** 100% Responsible, Trustworthy, Team Player, Clear Communicator, Empathy, Humility, Emotional Self-Control, Resolves Conflict Directly, Positive Attitude, Respects Others, Problem Solver, and Agile.

    **Competitive Benefits Offered**: Health, Dental, Vision, 401k, STD, LTD, Tuition Reimbursement and more