Sales & Customer Support Rep III

Customer Service Representative III

Full time, on‑site position at Fralock in Milpitas, CA.

Salary Range: $80,000 - $90,000 DOE

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Respond to customer requests, negotiate contracts, manage customers and projects, collaborate with teams to ensure high‑level service, and make decisions on customer management matters.

• Act as company representative for new and current customers
  • Receive inbound calls from new and existing customers
  • Manage customer information in CRM database
  • Manage assigned accounts and/or projects
  • Understand products and services Fralock provides
  • Understand manufacturing processes
  • Support outside salespeople as needed
  • Prepare quotations and make outbound quote follow‑up calls
  • Order management
    • Contract review of complex POs (New & Existing)
    • Order entry, expedite request management
    • Manage Customer OTD, Scorecard and portals as required
    • Analyze & communicate requirements, terms, and risks to ensure compliance & resolution of potential contractual/business risk
    • Analyze new contracts to quote and validate quote and PO alignment
    • Analyze and evaluate customer flow‑down (e.g., FAIR, CoC, Ship Authorization, etc.)
    • Evaluate & manage contract with DPAS ratings, FARs, DFAR regulations compliance
    • Acknowledge and sign Customer POs as required
  • Resolve common and complex requests and problems requiring a customized response
  • Ensure proper coordination across company functions for effective contract execution
  • Drive customer meetings, including preparation and delivery of product delivery schedules, recovery dates, and changes
  • Communicate changes in customer satisfaction to appropriate departments
  • Partner with Program Managers and Segment Managers to ensure coordination across functions
  • Track, manage, and report on time delivery and quoting metrics
  • Customer Service duties
    • Listen and respond effectively to customer questions
    • Resolve customer problems to satisfaction
    • Respect all internal and external customers
    • Use a team approach when dealing with customers
    • Follow up to evaluate customer satisfaction
    • Measure customer satisfaction effectively, and commit to exceeding expectations
  • Provide customer intel and insight to outside sales continuously
  • Analyze and prepare customer demand reports and sales order history for outside sales
  • Negotiate change of scopes and contract modifications / PO modifications
  • Analyze and prepare backlog and forecast report for Segment Management
  • Provide timely delivery of customer requests for quotes
  • Prepare and present production status/open order reports to customers as needed
  • Actively review and protect ITAR information and proprietary data per company standards
  • Have broad knowledge of ITAR and EAR requirements
  • Have broad knowledge of FARs and DFARs in government contracts
  • Work remotely with minimal supervision as approved by manager

• Advanced knowledge of MS Office tools (Outlook, PowerPoint, Word & Excel)
• Ability to work independently within established procedures
• Must possess technical capacity
• Excellent reading and writing skills
• Basic math skills
• Strong written and verbal communication
• Excellent follow‑through on assignments
• Advanced understanding of ERP/MRP and CRM software (Salesforce)
• Strong organizational skills: manage multiple contracts, determine urgency, create detailed action plans, and schedule work effectively
• Cooperation and teamwork
• Strong analytical and problem‑solving skills
• Quality of work and attention to detail
• Responsiveness to requests
• Experience working for companies with advanced quality systems (ISO, AS, etc.)
• Manufacturing/Materials knowledge of product line
• Understand basic blueprints and drawings
• US person for ITAR facilities

• Experience working for companies with advanced quality systems (ISO, AS, etc.)
• Manufacturing/Materials knowledge of product line
• Understand and read basic blueprints and drawings
• Knowledge of ITAR and EAR requirements
• Knowledge of FARs and DFARs in government contracts

7+ years in a customer service related industry.

High School Diploma.

• Mostly sitting
• Compiling, gathering, & analyzing data
• Multitasking
• Communicating with internal teams, departments, customers, and vendors
• Able to lift 25 lbs

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

Applicants must pass a post‑offer background check.

Fralock provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.