Strategic Customer Support - Remote
W. L. Gore & Associates
- Elkton, MD
- Permanent
- Full-time
- Partner with Field Sales Associates to drive insights that can help shape the customer’s experience working with Gore
- Own entire program/part number proposal creation process from start to finish in a timely manner. This includes but is not limited to quote creation and management, providing phone support, long-term contractual pricing agreement management, NDA coordination, contract reviews and specification reviews
- Understand and follow established procedures and ability to explain procedures in an Audit setting.
- Collaborate with Account team (Field Sales, Product Specialists, Supply Chain, Business Unit Leaders) to address product concerns for a technically oriented business and drive incremental growth through all contact channels (phone, face to face, email/chat and some face-to-face customer site visits)
- Act as the voice of the customer in the end-to-end sales process and contribute to overall account strategy and roadmap creation by Strategic Account Managers, Supply Chain Experts, and Market-Growth teams
- Process customer complaints in a timely and effective manner and escalate when appropriate and provide customer complaints/feedback and coordinating customer needs.
- Demonstrate strong understanding of Sales & Operations Execution by gathering customer forecasts for recurring business from existing customers. Together, with planning group, analyze the trend, verify / gather more information from customer if applicable. Provide input to our demand forecasting process with internal cross-functional partners
- Generate and analyze system reports (order status, shipment reports, score cards, etc.) as well as customer portal management (new requests and maintenance,) and present quarterly on the specificities for your customer to business leadership and peers
- Partner with Accounts Receivable and work independently to prepare, coordinate and manage Letter of Credit documents, requirements for bank negotiation, as well as collection efforts
- Interact with planners to expedite/defer orders when necessary; work with Logistics and Warehouse(s) to prioritize orders for timely delivery when applicable; special shipping/labelling instructions by customers, etc
- Bachelor's degree and minimum 4 years of inside sales/customer support experience OR a minimum of 7 years inside sales experience supporting technically manufactured products
- Strong experience working with internal and external customers (both domestic and international) in a professional manner
- Experience working through major systems changes
- Experience and knowledge of IT tools for CRM/ERP such as: SAP ERP, Salesforce, quality systems, and other supporting systems
- Flexibility, prioritization, organizational, follow-through and multitasking skills to accommodate a large, complex workload in a fast-paced environment
- Good judgment and ability to make sound decisions
- Have a strong attention to detail and be comfortable reviewing purchase order clauses and customer terms & conditions in partnership with contracts and legal associates
- Comfortable with healthy conflict and willing to balance between representing the customer internally, while also effectively representing Gore externally always striving to reaching a mutually beneficial solution
- Excellent verbal and written customer communication skills to improve customer experience
- Bilingual – English/Spanish, ability to travel up to 5% and flexibility to work hours that accommodate multiple time zones including international
- Engineering, experience working in semiconductor industry or technical sales
- Multi-product portfolio experience
- Leadership experience