Job description
About Us: Gore is a materials science company focused on improving lives through discovery, product innovation and rewarding careers for our Associates.
About the Industry: From the first moon landing to today’s commercial airlines, Gore provides products and partnership to the aerospace industry. Learn more at gore.com/products/industries
About the Role: We are looking for a Strategic Sales Operations Specialist / Customer Support Associate to join our team. In this role, you will need to be passionate about providing inside sales support for products that are the highest quality and value in their class, energized by working for a world-class manufacturer and collaborating on cross-functional teams
This is a remote position, and you can work from home in most locations within the United States.*
- Partner with Field Sales Associates to drive insights that can help shape the customer's experience working with Gore
- Own entire program 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; including the 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 visits)
- Responsible for being the voice of the customer in the end-to-end sales process and contribute to the overall account strategy and roadmap creation by Strategic Account Managers, Supply Chain experts, and Market-Growth teams
- Process customer complaints/feedback in a timely and effective manner, escalate when appropriate, and coordinate customer needs
- Demonstrate a strong understanding of Sales & Operations Execution (S&OE) by gathering customer forecasts for recurring business from existing customers. Together with planning group, analyze the trend, verify/gather more information from the 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 / labeling instructions by customers, etc.
Required Qualifications:
- Bachelor's degree and at least 4 years of inside sales/Customer Support experience supporting technically manufactured products; OR no bachelor's degree and a minimum of 7 years inside sales/Customer Support experience supporting technically manufactured products
- Strong experience working with internal and external customers (both domestic and international) in a professional manner
- Demonstrated experience and knowledge of IT tools for CRM/ERP systems such as: SAP ERP, Salesforce, quality systems, and other supporting systems
- Demonstrated experience working through major systems changes
- Flexibility, prioritization, organizational, follow-through and multitasking skills to accommodate a large, complex workload in a fast-paced environment
- Comfortable with healthy conflict and willing to balance between representing the customer internally, while also effectively representing Gore externally, always striving to reach a mutually beneficial solution
- Excellent verbal and written customer communication skills to improve Customer Experience
- Good judgment and ability to make sound decisions
- Ability and willingness to travel up to 10%
Desired Qualifications:
- Engineering and/or Aerospace background
- Multi-product portfolio experience
This position requires access to export-controlled areas and information. Candidates must be "U.S. persons" as that term is defined in 8 USC §1324b(a)(3). The term "U.S. persons" includes resident aliens ("green-card" holders) as well as certain refugees, asylum-holders and residents qualifying for temporary residence under the terms of 8 USC §1255a.
- Remote Working Arrangements are permitted for Associates in the continental United States (US) and Canada, with appropriate approval and compliance with Gore’s remote working policies, from the country in which they are employed. For fully remote roles, the following locations are not eligible for new fully remote work arrangements: Alaska and Hawaii (for all roles), and Rhode Island (for wage/hourly roles only).
What We Offer: At Gore, we offer comprehensive, competitive rewards in the form of compensation and benefits. Among these are work-life balance and sports programs, 401(k) Plan with a gift, Associate Stock Ownership Plan, health & well-being program with full health plan, and a flexible working program. Within Gore, you will find a unique culture, diversity, equity, and inclusion initiatives, and opportunities for growth and development. Learn more at gore.com/careers
We believe in the strength of a diverse workforce and inclusive work environment. In support of our values and continued success we are proud of Associates around the world who support an inclusive work environment, strive to reflect the diversity of the communities where we operate, and ensure all Associates and external partners are treated with fairness, dignity and respect.
Our Talent Acquisition Team welcomes your questions at gore.com/careers/contact
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