Sales Development & Account Support Specialist

Sales Development & Account Support Specialist

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 collaboration internally with outside…