Customer Service Associate II

Customer Service Associate II (Administrative)

We're glad you're exploring our Customer Service Associate II position and want to share some of the details.

At Fort Wayne Metals, we specialize in producing top-quality wires, cables, and assemblies designed to enhance and safeguard lives. Our products are used in everything from our customers' stents and surgical robots to aircraft and automobiles. At our essence, we are thinkers, innovators, and problem solvers, leveraging our knowledge of materials to create customized solutions for our customers.

Join us in our dedication to making a tangible impact through our advanced materials and superior products.

The CSA II will perform customer service functions for new and existing accounts in specialized area of quotation or cases.

• Bachelor's degree in business, marketing, or a related field or equivalent demonstrated skills and experience, preferred.

• Develop quotes based on the product specifications set by the customer. Work with engineering and/or production managers team through Salesforce if needed.
• Maintain accurate records for quotation, initiate contracts as necessary.
• Coordinate delivery of products, providing production lead times, delivery expectations, and documentation requirements. Ensure certifications (domestic or international as applicable) and delivery documents are in order.
• Collaborating with Scheduling department, production leaders, and Shipping department
• Troubleshoot and resolve problems when product and/or delivery do not meet customer's expectations. Work with Production, Scheduling, and Quality departments to find resolution to customer's concern.
• Recommend and implement systems so that same problem does not reoccur.
• Provide technical support and answer questions about the mechanical properties and capabilities of the products created at Fort Wayne Metals (FWM). Coordinate Engineering support, as necessary.
• Specialized in specific areas and understand the product capabilities, differentiate between product offers in order to accurate prepare quotations or submit orders to production.
• Submission and review of quality complaints with case entry.
• Organize conversion services when necessary to meet the requirements of the customer's order.
• Establish rapport, present information and respond to Account Specialist / Account Managers. Perform other duties as requested by management.

• Ability to effectively establish rapport, present information and respond to questions from Account Managers/ Specialist.
• Formal and informal presentation skills.
• Must be thorough in executing work assignments, be detail oriented, organized, and be able to work with minimal supervision.
• Ability to calculate figures and amounts such as discounts, percentages, and volume.
• Ability to apply concepts of basic accounting.
• Ability to solve practical problems and deal with many variables.
• Ability to interpret a variety of instructions furnished in written, oral or schedule form.

• Fast paced office environment.
• Overtime may sometimes be necessary.
• Extensive amount of time spent at desk working on a computer and talking on the phone.
• Must be able to access all areas of operation, including second floors.

The health and wellbeing of Fort Wayne Metals is a critical part of our culture. In addition to offering medical, dental, vision, life, and disability insurance options to suit your needs, we'd like to share some of the other fundamental resources that make Fort Wayne Metals a premier place to work:

• Parkview Wellness Coach
  Ready to assist with your physical and nutritional wellness needs.
• 4 onsite gym locations as well as discounts for regional gym facilities
• From pickleball tournaments, sponsored races and sports leagues, to participating in the YMCA's Corporate Challenge, we have a variety of fun ways to stay active.
• When You Need to Talk
  5 sessions of counseling are available to you and all members of your immediate household at no cost.
• Relaxing Time-Off
  Qualify for Paid Time Off and Holiday Pay on your first day of employment.
• Epic Events
  From Tin Caps Night to family days at the zoo, we offer multiple activities throughout the year for employees and their families.
• Employee Resource Group
  A voluntary, employee-led group formed to bring employees together and centered around a common interest or identity.

• Grow Your Career
  We offer many opportunities to continue your development and growth.
• Performance Feedback
  Receive regular and constructive feedback from your manager and peers to help you grow and improve.
• Annual Profit Sharing & 401k matching
  Dropping dollars into your 401k. When you contribute 7%, we'll contribute 3.5%.
• Quarterly Bonus
  When we perform well, everyone benefits! Receive discretionary bonuses each quarter based on company performance.
• Tuition Reimbursement
  Getting your first degree? Great! Whatever your major, we'll…