Sales & Customer Support Rep II

Sales and Customer Support Representative II
Full Time + Benefits (Medical, Dental, Vision, 401k with Company Match, PTO)
Job Type:
Onsite
Shift:
1st
Hourly Range: $ 37.00 - $ 43.00, DOE
Location: Poway, CA
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, employees, and suppliers.

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.

All offers of employment at Fralock are contingent upon clear results of a background check. Background checks may include some or all the following depending on job title and responsibilities:
Social Security Verification
Prior Employment Verification
Criminal History
Personal and Professional References
Motor Vehicle Records
Credit History
Job Summary
The Sales and Customer Support Representative II accurately executes quoting, order entry, reporting, follow-up, and related customer support activities to ensure a high level of customer satisfaction.

The position manages assigned accounts and/or projects, maintains customer information in CRM systems, supports outside sales, coordinates order and contract execution across company functions, and partners with customers, Production, Program Managers, Segment Managers, and other departments. The role requires an understanding of Fralock products, manufacturing processes, customer requirements, ERP/MRP and CRM systems, and applicable ITAR/EAR and government contract requirements.

Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform these essential functions. Under general supervision, must be able to perform a variety of job duties including, but not limited to:
Manage assigned customer accounts and/or projects, including inbound customer communications, CRM data, customer requests, and coordination with internal departments.

Execute quotation and order management activities, including contract review, order entry, expedite requests, quote follow-up, and timely responses to customer requests for quotes. Analyze and communicate customer requirements, contract terms, risks, purchase order alignment, flow-down requirements, and DPAS-rated contract requirements. Coordinate sales orders and contract execution across company functions, partnering with Program Managers, Segment Managers, Production, outside sales, and other departments as needed.

Lead and support customer communications and meetings by preparing and presenting delivery schedules, recovery dates, production status, open-order information, and changes affecting customer satisfaction. Track, manage, analyze, and report customer and sales metrics, including on-time delivery, scorecards, quoting metrics, customer demand, sales order history, backlog, and forecast information. Actively review, mark, store, and protect ITAR-controlled and/or proprietary information in accordance with company standards.

Follow all safety standards and procedures, including applicable requirements for the work environment. Maintain an organized, clean, and safe work area using safety standards and expectations. Other duties as needed or assigned by supervisor.

Required Skills
Strong oral and written communication skills.
Proficiency with Microsoft Office tools.
Ability to work under multiple deadlines and manage multiple customer demands while maintaining attention to detail.
Ability to resolve common and complex customer requests and problems, including situations requiring a customized response.
Ability to analyze and communicate customer requirements, terms, risks, and contract information accurately.
Ability to manage multiple contracts, accounts, and projects effectively.
Basic math skills and strong analytical and critical thinking skills.

Preferred Skills
Ability to work independently within established protocols. Advanced understanding of ERP/MRP and CRM software. Broad knowledge of ITAR and EAR requirements. Broad knowledge of FAR and DFARS requirements in government contracts. Ability to read blueprints. Technically oriented with strong analytical and critical thinking skills. Education Requirements
High School Diploma/GED or equivalent; Associate degree preferred.
2 to 4 years of customer service-related industry experience; this is an intermediate-level position.

Must have a valid driver’s license, insurance, and an acceptable driving record. Physical Requirements
Ability to lift up to 25 lbs. Work is performed mostly while sitting. Occasional driving is required. Working Conditions
Work is performed indoors in an office setting. Must be able to work under multiple deadlines and with multiple customer demands. Maintain a professional demeanor under stress. Must be able to focus and manage details.

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. #ZR