Customer Service​/Contract Administrator

UMBRAGROUP-Thomson Aerospace & Defense (Linear Motion, LLC)

is an agile, passionate partner revolutionizing motion solution. We are an Intelligent Partner who works with passion and dedication always offering innovation, flexible and customizable solutions based on our customer’s needs, creating products that can revolutionize a constantly changing market. We are an intelligent supplier of actuators, ball screws, bearings, and components in high-tech markets. Excellent service is the foundation of our business, and we work to be FIRST (Customer Focused
, Innovation
, Respect
, Social Responsibility
, Teamwork
).

The Customer Service Representative is the frontline contact for all Linear Motion LLC customers. This role is responsible for managing the daily tasks associated with maintaining long-term relationships with customers. This person will be responsible for satisfying customer expectations within the requested timeframe or negotiating the outcome if the situation affects the deliverables. This person will work cross-functionally within the company to unify priorities through effective planning, communication, and teamwork.

• Respond to general inquiries about the company
• Field inquiries from potential customers to qualify the opportunities before transitioning to Sales
• Provide market intelligence with Sales and/or Commercial Leadership
• Create accounts within the ERP system
• Act as the customer liaison to company resources for assigned accounts
• Build sustainable relationships of trust through open and interactive communication
• Open quote requests and manage the quoting process and follow-up to customer order receipt
• Propose legacy part number pricing to Sales with profitability in mind
• Maintain and properly categorize historical pricing matrix
• Evaluate contracts and work with customers to ensure accuracy and resolve open issues, propose solutions for identified contract issues to gain approval
• Support the negotiation with customers on requirements the company cannot or will not accept
• Manage the life cycle of customer orders from order to delivery or cancellation, including returns and replacement orders
• Process product returns and manage internal communications related to reworking the product to conformity
• Issue credits against returns and partner with Finance to assist in payment collection when required
• Create appropriate proforma invoices for the scenarios that required this action
• Provide ‘Available to Promise’ to customers upon request by engaging Planning and Operations for status updates
• Communicate customer requests for schedule changes and provide resolutions to customer. Likewise, communicate with customers if our delivery date changes
• Negotiate schedule changes with customers to protect revenue plan
• Operate as the focal for customer projects as they relate to service improvement or order alignment
• Participate on project teams chartered for improvement or performance
• Develop and maintain a rolling forecast by engaging customers and understanding their future needs
• Organize and facilitate weekly/monthly customer cadence calls to discuss forecast, orders, customer scorecards and other issues as necessary
• Partner with Sales and Program Management to manage customer activities and communications for consistent service and messages
• Partner with Supply Chain and Sales to offer excess inventory to customers
• Work with customer service manager to ensure proper customer service is being delivered
• Compile monthly reports on overall customer satisfaction via OTD and Quality reporting as well as customer scorecards
• Develop a basic understanding of the product offering and the applications of our products and capabilities
• Participate in AS9100 Quality Management and customer audits when necessary

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Due to ITAR regulations, must be a U.S. Person
• Ability to cultivate supportive relationships with customers, peers, and internal partners with a positive attitude and…