Customer Support Specialist - Manufacturing

Job Overview

At Materion, everyone is included, respected and offered opportunity to grow. Join us! The Customer Support Specialist will be the point of contact for current and potential customers. This position helps support the Performance Materials (PM) business unit by generating revenue through obtaining orders, providing access to technical information. The Customer Support Specialist will work cooperatively with Key Account Managers, Account Management, and other members of the PM team to grow existing customers and create new customers while increasing customer satisfaction.

This role handles more complex & diverse PM product lines & customer accounts as assigned. This position offers a hybrid schedule. Monday and Friday are designated as remote days, and Tuesday, Wednesday, and Thursday are in‑office days at our corporate headquarters in Mayfield Heights, Ohio.

• Be the single point of contact for customers, internal and external for order management activities.
• Receive and process orders and inquiries from current and prospective customers.
• Be responsible for customer phone calls via direct, team hunt group.
• Monitor the status of orders and oftentimes initiate contact with customers to assure they are fully aware of any changes in the original delivery requirement.
• Answer customers’ questions about products, prices, availability, or credit terms received via email, phone, M Power or internal inquiry.
• Quote prices, credit terms, or other bid specifications as required received via email, phone, M Power or internal inquiry.
• Accurately and effectively administer all aspects of order entry including invoices, certifications and acknowledgements, and international paperwork for exporting of Materion Products.
• Maintain & verify customer records, using automated systems or other record retention methods as required.
• Provide “Professional Service Level” regarding all verbal and written communications with current and potential customers.
• Meet or exceed customer expectations regarding delivery, quality, and service measured by established monthly KPI’s.
• Obtain working knowledge of Materion’s products, applications, manufacturing, and technical capability.
• Work collaboratively with Key Account Managers, Account Management, and Manufacturing Site Operations, Planning, Shipping & Quality personnel to ensure timely communication is provided to customer.
• Work with customers using problem resolution and recovery tools when material must be returned and/or credits issued.
• Assist in other activities including shipping, invoicing, and purchasing as required.
• Understand customer and industry specifications or requirements and determine feasibility of Materion PM products meeting these requirements.
• Prepare & review Customer contracts containing flow down requirements with the discretion & guidance from Compliance & Legal Department(s) as required.
• Proactively follow up on Customer inquiries in order to generate & accelerate New Business Opportunities as required.
• Create open order reports for key customer as requested.
• Facilitate customer meetings as required.
• Participate in “delight our customer” activities.
• Offer customer slow moving inventory where applicable.
• Assist department Supervisor in SAP software changes, testing, & training as required.
• Adhere to all Health & Safety requirements and serve as an active supporting participant of the plans and initiatives of Materion.

• High School diploma (some college preferred) or Bachelor's degree.
• 3-5 years of experience with customer support.
• Experience in a manufacturing environment is required; experience in the metals or custom fabrication industries is preferred.
• Must be familiar or able to become familiar with advanced alloy systems & other engineered materials solutions.
• Familiarity with industry, customer, and quality specifications preferred.
• Exemplary interpersonal skill in dealing with customers, fellow team members inside and outside the site.
• Detail-oriented and possess the ability to follow through on issues.
• Excellent communication skills, both written and verbal.
• Capable of working independently.
• Willingness to participate in continued…