Materion Corporation

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Under the direction of the Customer Project Manager, the Lead Customer Service Representative works closely with customers to identify areas needing improvement and coordinate the implementation of the solutions. This individual will be serving as a proactive Customer Advocate that provides an empathetic voice for our customers and partners while driving status of inquiries, order entry/accuracy, and delivery in a way that makes us their First Choice as a supplier. Individual will be responsible for coordinating customer needs with Materion operational and business needs to enable best possible outcomes.

You will have the opportunity to:

• Oversee the contract review system and enter orders into ERP system, provide acknowledgements to customers and work with inside team to make changes to backlog as needed. Support sales staff and operations leadership as required when customer issues arise. Provide preliminary screening of Order for correct addresses, contact info, etc. Administer sign-off process for contract review, communicate order confirmation to customer, enter purchase orders into ERP, Report delivery status to customer and internally, communicates needs for delivery schedule changes, obtains delivery date commitments
• Support quotation process as required, providing guidance on scheduling constraints, lead times and connecting sales and operational / engineering resources to identify issue and enable best possible quote accuracy. Connect estimates with new orders and maintain rough capacity planning database to enable best possible operational and quotation decisions for lead times and delivery commitments
• Drive order quality and customer relationships via coordinating with Quality and operations on RMA issues. Conducts root cause analysis demonstrating a high-level comprehension of business impact across customer/partner escalations while manifesting a commitment to the mission, goals and strategies across teams and key stakeholders. Support of finance in their efforts to provide accurate, timely invoices, credits, refine settlements
• Partner with marketing communications to monitor Net Promoter scores and make suggestions for areas needing improvement. Champion or participate on teams to address issues identified. Positively influence external customer satisfaction and retention by receiving and effectively managing complex, mission-critical or politically sensitive customer escalations and reporting on GM and bookings progress
• Drive teamwork and collaboration. Demonstrates problem-solving abilities, particularly when confronted with time-sensitive and ambiguous issues that require collaborative evaluation & resolution.
• Consistently demonstrates the aptitude to investigate an issue, quickly ascertain the requested solution and engage the most appropriate resource or resources to drive the customer's request to a timely resolution

Quantitative Data

Lead order entry and quoting administration execution within site operations and commercial teams for product lines of $40M+ annual revenue and 200-400 order lines per month. Drive on time delivery for repeat orders at 90% or higher and enable prototype projects to complete in a timely fashion per development timelines. Must be able to manage multiple projects and material flow for 4-8 major processing areas and between 1-3 buildings while maintaining ERP and data tracking systems for accurate reporting internally and externally with customers.

REQUIREMENTS:

• Bachelors Degree or equivalent work experience
• Eight or more years (5+) working in small teams and influencing large teams in a matrix managed environment
• Experience in managing and driving simultaneous work efforts.
• Strong business acumen coupled with outstanding execution skills to drive projects to timely completion.
• Effective oral, written and interpersonal communication skills, with strong presentation skills.
• Strong customer advocacy focus and/or project management experience
• Ability to fluidly operate within structured and unstructured environment
• Must be a self-starter, motivated individual who works well under pressure
• Ability to multi-task, prioritize and coordinate tasks to meet multiple deadlines
• Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment
• Effective communication skills with all levels of management, including the ability to influence at the executive level
• Good understanding of end-to-end customer interactions from Prospect to Orders to Fulfillment to Product Usage to Reclaim and settlement Services

LANGUAGE SKILLS:

Ability to read, analyze and interpret manufacturing and business processes.

Technical Skills:

• Good team skills. Organizes teams to resolve issues, sets agendas, holds team members accountable to assigned tasks. Good interpersonal skills.
• Proven successful cross-collaboration skills with an emphasis on proactively building and retaining ongoing, productive team relationships. Engages internal resources resulting in successful cross-group collaboration. Continually building influence with internal contacts. (e.g. Operations, Finance, Purchasing, Sales, etc.).
• Proven ability to succeed in a dynamic and constantly evolving business landscape.
• Must demonstrate problem-solving abilities, particularly when confronted with time-sensitive issues that require collaborative evaluation & resolution across team boundaries.
• Demonstrate prioritization skills and manage effective communication across multiple programs and business groups.
• Demonstrate considerable understanding of Materion products & internal company structure and systems.
• Problem solving skills with the ability to manage uncertainties while handling multiple priorities.
• Knowledge of global and cross-cultural communication styles and business protocol.

Written Communication: Writes clearly and informatively.

REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or diagram form.

Understanding of optics and experience in a globally matrixed environment

This position requires the eligibility to obtain a security clearance. Non-US citizens may not be eligible to obtain a security clearance. For individuals to be considered for a security clearance, the Defense Counterintelligence and Security Agency (DCSA), conducts personnel security background investigations for the Department of Defense and other federal agencies. More information about security clearances can be found on the Defense Counterintelligence and Security Agency (DCSA) website here: https://www.dcsa.mil/mc/pv/adjudications/

Salary range: $30/hr-$40/hr*

• The salary range listed is a guide for this position and may vary depending on experience, education, geographic location, and other qualifications. The final offer will be determined based on the candidate's individual merits and the company's compensation policies.

The selection of the person to be hired for this position is contingent on the candidate having export compliance eligibility for access to U.S. controlled technology which comes under the licensing jurisdiction of the U.S. Department of State, International Traffic in Arms Regulations (ITAR) and the U.S. Department of Commerce, Export Administration Regulations (EAR).

The candidate selected will have to qualify as either a U.S. citizen, a U.S. National, a lawful permanent resident of the U.S., a Person Admitted into the U.S. as an Asylee or Refugee., a National of a country that is not prohibited from having access to U.S. controlled technology (via a letter of assurance), or a Person to be approved for an export license by the governing agency whose technology comes under its jurisdiction. Please understand that any job offer that requires approval of an export license will be conditional on Materion’s determination that it will be able to obtain an export license in a time frame consistent with Materion’s business requirements.

Materion Corporation and its subsidiaries (the “Company”) is an equal employment opportunity employer. It is the Company’s policy to not unlawfully discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The Company also prohibits harassment of applicants and employees based on any of these protected categories. It is also the Company’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on the Company. Please inform the Company’s personnel representative if you need assistance completing any forms or to otherwise participate in the application process.

Materion’s Veteran Employee Resource group supports veterans and promotes the benefits of hiring veterans in the workplace. We honor all those who have served and are a military friendly company. Veterans are encouraged to apply and military experience and skills are transferrable to Materion careers.

Please provide complete information. An incomplete application may affect your consideration for employment.