Description:
Position Summary:
Coordinate customer product inquiries concerning past, current or prospective orders. Directly handle the day-to-day needs of existing customers for house accounts and outside sales reps. Use knowledge of capabilities, processes and materials application for customer/salesperson input and guidance. Assist outside sales reps with customer leads and make recommendations to salespeople and customers for improvements in products.
Essential Functions:
Customer Inquiries & Follow-Up
Request for Quote (RFQ) Management
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Accurately complete and submit RFQs in a timely manner, ensuring all customer specifications are clearly understood and addressed.
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Collaborate with estimating and production teams to validate pricing and feasibility before sending quotes/estimates.
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Follow up on outstanding RFQs to maintain momentum and demonstrate responsiveness.
Complaint Resolution
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Serve as the primary point of contact for customer complaints, ensuring prompt acknowledgment and resolution.
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Document all complaints thoroughly and escalate issues when necessary to appropriate departments.
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Track complaint trends and contribute to root cause analysis and corrective action planning.
New Customer Onboarding
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Collect and verify all required customer information for accounting and system setup.
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Guide new customers through the onboarding process, including product education, sample coordination, and order placement.
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Establish strong initial relationships by setting clear expectations and providing proactive support
Order Entry & Management
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Accurately enter customer purchase orders into the ERP system, ensuring alignment with customer specifications, pricing, and agreed terms from estimate.
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Verify part numbers, revisions, quantities, and shipping requirements before order entry.
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Collaborate with production, planning & scheduling, and supply chain to confirm material availability and lead times.
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Monitor order status and proactively communicate updates or delays to customers.
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Maintain a high level of accuracy in all order documentation to minimize errors and support smooth production flow.
Engineering Change Orders (ECOs)
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Act as a key contributor in the ECO process by gathering and validating all required information from customers and internal teams.
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Initiate ECOs when appropriate and ensure all necessary details are documented for accuracy and completeness.
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Support creation or revision of parts, Bill of Materials (BOMs), drawings, and routings by providing accurate inputs and coordinating with cross-functional teams.
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Collaborate with Engineering, Supply Chain, and Production Scheduling to ensure materials, tools, and capacity are aligned with revised requirements.
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Track ECO status in the ERP and proactively communicate updates to both customers and internal stakeholders.
General Follow-Up
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Monitor the status of open inquiries and ensure timely updates are communicated to customers.
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Maintain organized records of all customer interactions to support continuity and personalized service.
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Use ERP tools to track and manage follow-ups, ensuring no customer concern is overlooked.
Continuous Improvement
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Proactively identify inefficiencies in customer service workflows and propose actionable solutions.
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Regularly engage with ERP and internal systems to uncover opportunities for automation and process optimization.
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Participate in cross-functional improvement initiatives, contributing insights from customer interactions.
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Track and report recurring customer issues to inform product or service enhancements.
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Stay current with system updates and new tools to improve responsiveness and accuracy.
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Commit to continuous learning and mastery of ERP and other internal systems to identify opportunities for process streamlining and operational efficiency.
Business Development Collaboration
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Partner closely with Business Development Managers (BDMs), treating them with the same responsiveness and care as external customers.
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Act as the internal champion for BDMs by leveraging access to departments and resources across Tapecon to support customer initiatives.
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Collaborate with BDMs to clearly define and align ownership of customer communications and follow-ups, ensuring mutual accountability and seamless execution.
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Proactively communicate updates, concerns, and opportunities to BDMs to support strategic growth and customer satisfaction.
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Facilitate smooth handoffs and collaboration between BDMs and internal teams, ensuring alignment on customer needs and expectations.
Requirements:
Education and Experience:
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Bachelor’s degree in Business or related discipline preferred or 2-year degree with equivalent work experience
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5 + years of customer service experience
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Experience in a Manufacturing Environment preferred/Contract manufacturing highly preferred
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Experience with Enterprise Resource Planning system (ERP) highly preferred
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Experience with technical drawings highly preferred
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Experience with technical sales highly preferred
Knowledge, Skills and Abilities:
Knowledge
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Familiarity with lean, Six Sigma, or other continuous improvement methodologies preferred.
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Technically adept in interpreting blueprints, drawings, and specifications relevant to customer needs.
Skills
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Proficient in handling RFQs, customer complaints, and onboarding processes with attention to detail and urgency.
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Collaborative approach to working with Business Development Managers, ensuring shared accountability and seamless communication.
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Ability to navigate and leverage ERP and other systems to streamline workflows and improve operational efficiency.
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Effective communicator with excellent written and verbal skills for both internal and external interactions.
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Strong organizational and time management skills to support fast-paced, dynamic environments with composure and precision
Abilities
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Strong customer advocacy mindset with the ability to represent the voice of the customer across departments.
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Skilled in managing multiple projects and priorities simultaneously while maintaining composure and service excellence.
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Continuous learner with a proactive attitude toward mastering internal systems and tools.
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High emotional intelligence and interpersonal skills to foster trust and teamwork across departments.
Key Performance Indicators
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Improving overall Customer Satisfaction and Net Promoter score.
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Timely corrective action responses to both internal and external customers.
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Positive new quote win/loss ratio.
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Assist manufacturing with hitting on-time order delivery goals.
Physical Requirements / Working Conditions:
The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand, walk, climb, stoop kneel, and crouch. The employee is occasionally required to balance or crawl. The employee is required to regularly operate a computer and other office machinery such as a copy machine and printer. The employee is required to regularly reach with arms and hands; use hands to handle, finger or feel objects, tools or controls. Hands and fingers may frequently perform repetitive motion. Occasionally the employee will use arms and hands to balance and climb. The employee must frequently lift and/or move up to 10 pounds. Occasionally the employee will lift and/or move up to 25 pounds with the use of a lift assist. This job requires close vision, peripheral vision, depth perception and the ability to adjust focus. Employee is required to regularly talk and hear.
TOTAL COMPENSATION:
The base pay range below reflects the potential hourly compensation for this position. Compensation will vary based on factors including experience. Other benefits include weekly transportation benefit, competitive Paid Time Off package, medical insurance, comprehensive ancillary benefit offerings, 401K plan with employer match, and more.
Additional information:
Please note that offer of employment is contingent upon successful completion of background check, pre-employment physical, and drug screen as they align with New York State requirements.
Additionally, this is an ITAR compliance related position. The offer is contingent upon proof of US Person status (US Person is defined under ITAR as a natural person who is a lawful permanent resident as defined in 8 U.S.C. 1101(a)(20) or who is a protected individual as defined by 8 U.S.C. 1324b(a)(3)) or an export control license for non-US Persons.
