Sales & Customer Support Rep II

Sales and Customer Support Representative II

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

Job Type: On-site

Hourly Range: $31.00 - $39.00, DOE

Location: Chatsworth/Valencia

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 request 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 and assigned accounts and projects

• General understanding of products and services that Fralock provides to our customers and processes involved in the manufacturing of the product line

• Provide support to outside salespersons as needed

• Prepare quotations and making outbound quote follow up calls

• Order Management, which includes but is not limited to the following:

o Contract review of standard po’s (New & Existing)

o Order entry, expedite request management

o Manage Customer OTD, Scorecard and portals as required

o Analize & communicate requirements, terms, and risks

o Analize new contracts to quote to validate quote and PO are in alignment

o Analize & evaluate Customer flow-down (i.e., FAI, CoC, Ship Auth., etc)

o Upon completion of training, manage DPAS rated contracts

o Acknowledge and sign Customer PO’s as required

• Resolves common and complex requests and problems that may require a customized response

• Effectively manage SO to ensure proper coordination across company functions as necessary for effective contract execution

• Drives customer meetings including preparing and delivering product deliverable 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 of on-time delivery and quoting metric

• Customer Service which includes the following:

o Listen and respond effectively to customer questions,

o Resolve customer problems to the customer’s satisfaction,

o Respect all internal and external customers,

o Use a team approach when dealing with customers,

o Follow up to evaluate customer satisfaction,

o Measure customer satisfaction effectively, & commit to exceeding customer expectations

• Analysis and prepare customer demand reports, sales order history for outside sales

• Analyze and prepare backlog and forecast report for Segment Management

• Provide timely delivery of customer request 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

• Upon completion of training, broad knowledge of ITAR, EAR, FAR & DFAR requirements for government contracts

• Work Remote with minimal supervision as approved by manager

Required Skills

Proficient to advance with 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

• Strong organization skills

• Effective listening skills

• Excellent follow through on assignments

• Must possess professional phone etiquette

• Understanding of ERP/MRP and CRM software (Salesforce)

• Organization: Must be able to manage multiple assigned contracts, projects, & tasks

• Cooperation and teamwork

• Proficient analytical and problem-solving skills

• Quality of work and attention to detail

• Responsiveness to requests

• 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

• Knowledgeable of ITAR, EAR, FARs and DFARs for government contracts

Experience Requirements

3 -7 years in a customer service-related industry

• Education Requirements
• High School Diploma

Physical Requirements

• Mostly sitting
• Compiling, Gathering & Analyzing Data
• Coordinating & Prioritizing
• Multitasking
• Communicating with internal teams/departments, customers and venders.
• Occasional Travel: driver’s license, insurance, & acceptable driving record
• Able to life 25lbs

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of a 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.