Basic Qualifications

Bachelor’s degree from an accredited institutionMinimum of 3 years of customer facing experience in a customer service, sales, quality or engineering roleEmployees must be legally authorized to work in the United States.  Verification of employment eligibility will be required at the time of hire.  Visa sponsorship is not available for this position.

Job Roles 

Global Awareness--understands contribution of various functions to ensuring customer satisfaction; recognizes capacities, navigates competing priorities; supports customer demand and requirements; identifies and acts on trends and patternsFacilitator--fosters alignment between internal and external functions; oversees processes; addresses details as needed from an informed position; intervenes to ensure key metrics like delivery are on track; eliminates blocks and bottlenecksRelationship and communication--interacts with a wide variety of internal and external stakeholders; facilitates communication and information exchange between stakeholders; speaks the language of the business and the language of the customer; protects interests such as IP, yet advocates for the customer; emphasizes common goals; builds rapport; involved in customer visitsOrganization and structure--detail and follow through oriented; adheres to systems and timelines; handles significant data input; monitors inputs and feedback; serves as a resource for customer and internal stakeholders; possesses project management talent; systematizes key elements based on product cycles; centralizes and shares tribal knowledgeTechnical savvy--understands technical requirements and associated tooling; addresses issues related to yield, quality, cost, etc. and interacts with functional experts to facilitate solutions and communication to involved partiesService and responsiveness--first point of contact for feedback; helps internal stakeholders perform better with customer insights; helps external stakeholders by providing their internal voice; thinks critically and prioritizes well; timely in response and actionBusiness awareness--understands strategy and processes that support it; recognizes role and contribution toward critical metrics such as revenue and margin; manages short and long term projectsInfluence--persuades without direct reporting authority; willing to have tough conversations; operates with a global mindset including customer perspectives; individualizes and customizes to achieve outcomes; presents well to a variety of audiencesInformal development--educates and enables associates on processes, technical requirements and customer demands; enables associates to respond to customers with greater confidence and presence; improves feedback loops and drives customer metrics by sharing information; creates shared systems and information with consistent delivery

 

Responsibilities:

 

Mentor a multi-disciplinary inside sales team, including customer service reps and technical coordinatorsManage a "team of teams" structure to foster collaboration between engineering, production planning, customer service and quality assurance groupsDevelop team KPIs, provide regular performance feedback, and drive accountability across groupsServe as the primary liaison between internal teams and external customers for customer-facing expectations in deliverablesTranslate technical requirements and drawings into actionable deliverables and quotationsEvaluate tooling health statuses and identify gaps that require immediate attention and escalationCollaborate with engineering and manufacturing to assess feasibility, lead times, and cost implicationsStandardize communication processes and sales documentation across teams to ensure consistency and qualityIdentify and eliminate process bottlenecks in the order-to-delivery cyclePartner with field sales and account managers to understand customer programs, priorities, and challengesEnsure timely and accurate communication of order status, technical clarifications, and delivery timelinesAnalyze sales and operational data to identify trends and recommend strategic improvements.Support demand forecasting and capacity planning efforts in collaboration with production management