Sales Development & Account Support Specialist

Full Time Professional Lakewood, OH, US

18 days ago Requisition

Neo Graf Solutions is a world leader in graphite materials science, manufacturing carbon and graphite products in Lakewood, Ohio for nearly 140 years. Our high-performance materials serve demanding applications across thermal management for electronics, fluid sealing, alternative energy and fuel cells, transportation, and flame-retardant additives for polymers and construction.

The Sales Development & Account Support Specialist is the internal champion for our customers
and prospects
, serving as the conduit between them and our outside sales, operations, quality, and applications engineering teams. The role is split roughly 50/50 between inside sales and traditional customer service responsibilities and, with an emphasis on driving revenue growth.
Above all, this position is responsible for fostering a world-class customer experience at every touchpoint.

• Inbound lead management: Own intake of inbound inquiries, log activity in CRM, complete initial qualification, and determine disposition of account.
• Manage and Grow Accounts: Account management and responsibility for maintaining and growing legacy accounts.
• Outbound lead generation: Execute targeted outreach campaigns - including market and account research, supporting sales materials, target account identification, prospect tracking, and tailored outreach to decision-makers.
• Relationship building: Strengthen relationships with prospects and existing customers through regular, proactive engagement; uncover unmet needs and new opportunities and pass them on to outside sales to drive deeper, stickier accounts.
• Reporting: Provide monthly updates to management and the outside sales team on lead status, pipeline progression, and outreach activity.
• Voice of Customer / NPS: Help build, deploy, and analyze regular NPS surveys; translate feedback into actionable items, including direct outreach to detractors and follow-through on resolution.

• Serve as a primary point of contact for customer orders, inquiries, and requests.
• Process customer orders accurately and efficiently
  , including PO acknowledgment and confirmation of pricing, terms, and delivery against quote.
• Process orders and maintain account activity through customer portals and EDI systems where applicable.
• Partner with operations to coordinate order changes, expedites, holds, cancellations, and on-time delivery against customer commitments.
• Communicate pricing, lead times, and order status to customers
  ; provide regular proactive updates and manage backorder, partial shipment, and allocation conversations as needed.
• Coordinate customer requests for compliance and quality documentation (CoCs, CoAs, RoHS/REACH, Conflict Minerals, supplier surveys, etc.) with quality and operations.
• Own customer complaint intake
  , partnering with quality on CARs/RMAs and coordinating returns, replacements, and credits through to closure.
• Maintain accurate customer data across CRM and ERP, including contacts, ship-to/bill-to, payment terms, certifications, and account notes.
• Gather customer demand signals (forecasts, blanket order releases, upcoming programs) and share with operations/planning.
• Coordinate sample requests end-to-end, from CRM intake through ERP order entry, shipment tracking, and setting up a follow-up activity for the requesting sales rep.
• Onboard new customers
  , including account setup, first-order walkthrough, and introduction to Neo Graf processes.
• Recognize technical or application questions and route them promptly to the appropriate internal experts (outside sales, applications engineering, quality, operations) to ensure customers receive correct and timely information.
• Follow established processes and support compliance with Neo Graf's ISO 9001, IATF 16949, and ISO 14001 management systems.
• Identify opportunities to standardize and improve processes that drive customer satisfaction, quality, and efficiency.

A high volume of communication with prospects and customers via phone, email, video calls, and in-person meetings. Strong…