Customer Support Specialist

About the role

At Materion, everyone is included, respected and offered opportunity to grow. Join us!

The Customer Support Specialist (CSS) is responsible for delivering accurate quotations, ensuring order and acknowledgment integrity, communicating delivery status proactively, supporting escalations, and maintaining strong relationships across designated house accounts.

You will have an opportunity to

• Act as liaison between Materion customers, outside sales, product management, engineering, quality and manufacturing. Develop good rapport with external and internal customers.
• Manage the quoting lifecycle by assembling detailed information from the respected parties, such as Product Management, Supply Chain, T&I, Engineering, and Legal. Check customer addresses, special instructions, and shipping methods. Apply correct payment and shipping terms.
• Utilize Materion business systems in the preparation of quotes and dissemination of information pertinent to our business. Check customer addresses, special instructions, and shipping methods. Apply correct payment and shipping terms.
• Ensure all customer inquiries include required technical and commercial details
• Confirm customer purchase orders are accurate by identifying discrepancies, such as terms, specifications, pricing, volume, special instructions and commercial conditions are validated and correctly captured.
• Provide proactive updates regarding delivery schedules, delays, changes, and execution risks to applicable parties to maintain accurate promise dates.
• Deliver exceptional customer service by answering technical questions on products, expedite orders, and manage credit problems and customer complaints. Prepare change order forms. Inform customers of late orders.
• Provide backup assistance for outside Sales staff and other areas as needed.
• Keep the Company informed on competitive products, promotional matter, sales techniques, pricing, and market policies.
• Follow up on open customer issues until full resolution.
• Drive continuous improvement by analyzing monthly KPI trends and identifying opportunities to enhance service levels, efficiency, and process consistency.
• Highlight recurring issues, propose actionable improvements, and provide data-driven insights to management that support operational excellence and customer experience enhancement.
• Serve as the primary Customer Support contact for assigned house accounts.
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Requirements

• Associate degree in business or in a technical field with 2 years of experience, bachelor's degree, or 4 years' experience in lieu of degree.
• Minimum of 3 years of related experience including customer service preferred.
• Technical background preferred.
• Willingness to learn and drive to meet results. Self-starter and ability to work independently and collaboratively with others.
• Demonstrated strong attention to detail and organizational skillsWorking experience with Microsoft Excel, Word, Power Point and Teams.
• Demonstrated ability to communicate clearly, professionally, and effectively, both written and verbally.

Additional information

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.

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.

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.