Sales & Customer Support Rep III

Customer Service Representative III

Full Time + Benefits (Medical, Dental, Vision, 401k with Company Match, PTO)

Job Type: On-site

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

Location: Milpitas, CA

Fralock is an engineered solutions provider of specialty components and subassemblies using advanced materials for high reliability, severe environment, and technically challenging applications. We develop and manufacture custom integrated solutions. Established in 1967, we are a critical solutions provider to Fortune 500 corporations, government, and targeted OEMs in a variety of industries including Semiconductor Equipment Manufacturing, Medical and Life Science, Aerospace and Defense, Industrial, Electronics, and Energy. Fralock is headquartered in Valencia, CA with manufacturing locations located throughout Northern and Southern California.

Vision

To be recognized by our customers as a leading solutions provider of proprietary engineered advanced materials for high reliability, severe environment, and technically challenging applications.

Mission

To create value, profitably grow, and share our success with all stakeholders.

Culture

• Respect We treat others the way they want to be treated.
• Integrity We practice a high standard of ethics in our business dealings with customers, suppliers, and employees.
• Responsiveness We have a sense of urgency in responding to internal and external requests and work proactively to solve problems.
• Excellence/Competence We empower our people to continuously improve and execute high quality work.
• Teamwork We work together to achieve Fralock business objectives by communicating at a high level, by listening and having clarity in our expectations of one another.
• Individual Accountability and Personal Responsibility We do what we have committed to do when we committed to doing it.
• Continuous Improvement across all segments of the company

This position requires access to information controlled under the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR), the successful candidate must be a "U.S. person" as defined in the ITAR and EAR (which generally means (i) be a citizen or national of the United States; or (ii) be a lawful permanent resident of the United States; or (iii) have been admitted to the United States as a refugee, or have been granted asylum, as specified under applicable law.)

Job Summary

Respond to customer requests in a timely manner. Review, negotiate terms and condition of contracts. Effectively manage customers and projects while collaborating with various teams to ensure the highest level of service is given to the customer. Maintain proper and accurate execution of related tasks. Manages general business operations for the company as it relates to the company's customers and contracts. Exercise discretion and independent judgment on significant matters relating to strategic customers.

Provide significant input in decision-making processes that affect the business as it relates to customer management.

Key Responsibilities

• Act as a 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
  • Broad understanding of products and services that Fralock provides to our customers
  • Broad understanding of the processes involved in the manufacturing of the product line
  • Provide support to outside salespeople as needed
  • Prepare quotations & making outbound quote follow up calls
  • Order Management, which includes but is not limited to the following:
    • Contract review of complex po's (New & Existing)
    • Order entry, expedite request management
    • Manage Customer OTD, Scorecard and portals as required
    • Analize & communicate requirements, terms, and risks to ensure compliance & resolution of potential contractual/business risk
    • Analize new contracts to quote to validate quote and PO are in alignment
    • Analize and evaluate Customer flow-down (i.e., FAIR, CoC, Ship Authorization, etc.)
    • Evaluate & Manage contract with DPAS ratings, FARS, DFAR regulations Compliance
    • Acknowledge and sign Customer po's as required
  • Resolves common, as well as complex requests and problems that may require a customized response
  • Effectively managing products to ensure proper coordination across company functions as necessary for effective contract execution
  • Drives customer meetings, including preparing and delivering product delivery schedules, recovery dates, and changes
  • Communicate to all appropriate departments of any change in customer satisfaction (positive or negative) as information is made available to the CSR
  • Partner with Program Managers and Segment Managers to ensure proper execution & coordination across company functions as necessary for effective contract execution
  • Tracking, management, and reporting on time delivery and quoting metric
  • Customer Service which includes the following:
    • Listen and respond effectively to customer questions,
    • Resolve customer problems to the customer's 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, & commit to exceeding customer expectations
  • Provide customer intel and insight on a continual basis to outside sales
  • Analyze and prepare customer demand reports, 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 mark/store/protect ITAR information and/or proprietary data per company standards
  • Broad knowledge of ITAR and EAR requirements
  • Broad knowledge of FARs and DFARs in government contracts
  • Work Remote with minimal supervision as approved by manager

Required Skills

• Advanced knowledge of MS Office tools (Outlook, PowerPoint, Word & Excel)
• Ability to work independently within established procedures
• Must possess some technical capacity
• Excellent reading and writing
• Basic math skills
• Strong written and verbal communication
• Effective listening skills
• Excellent follow-through on assignments
• Must possess professional phone etiquette
• Advanced understanding of ERP/MRP and CRM software (Salesforce)
• Organization: Must be able to manage multiple contracts, able to determine urgency, create detailed action plans, organize & 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 and read basic blueprints and drawings
• US Person for ITAR facilities

Preferred Skills

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

Experience Requirements

7 + years in a customer service-related industry

Education Requirements

High School Diploma

Physical Requirements

• Mostly