The Sales Support Representative (SSR) is responsible for the coordination and internal processing of orders at Flowserve's Raleigh-based manufacturing site. The SSR is the primary point of contact for the customer and collaborates with Engineering, Manufacturing, Quality, and other departments in order to respond to customer inquiries. The SSR is involved with an order from the time it is entered through shipment and successful installation by the customer. The SSR helps the organization achieve on time delivery, high quality in both products and documents, accurate forecasts, and positive long term customer relationships.
Coordinate all customer-facing activities and requests for your assigned customer accounts with the specific goal of providing exceptional customer service and achieving the financial and operational goals of the Flowserve Raleigh site.
Promote a positive and professional working atmosphere, where initiative is used to identify and implement process improvements.
Review incoming orders including all technical and commercial elements, change orders, and customer documentation requests using the applicable Flowserve procedures, software, and collaboration with other functional departments.
Manage the orders generated and processed by you as they progress through the Raleigh site. This may include order entry, execution planning and kick-off meetings, order risk reviews, communication planning, and other activities that enable successful order execution.
Review customer purchase orders to confirm compliance with quoted pricing, delivery, and terms of sale, and ensure that all required order elements are accurately entered into the ERP system and are processed in accordance with site procedures and instructions, in addition to regulatory codes and trade compliance policies.
Collaborate with other teams and functional departments to ensure the timely and accurate completion of all internal and customer-facing actions, submittals, and approvals necessary to support the order delivery and payment schedules. This includes, but is not limited to, the release of quality plans and bills of material, execution and submittal of all documentation and software required by the contract, management of customer inspections and hold points, on-time shipment of hardware and processing of all progress payment and final invoices, bonds, and other activities required to ensure timely cash receipts.
Participate in a positive and proactive manner in order to remove bottlenecks on critical path items in order to ensure that order activities remain on schedule.
Maintain ownership for these orders throughout the entire order life-cycle, including final cash collection as required.
Coordinate customer feedback reporting and RMA processes for assigned customers in order to drive customer satisfaction through the effective correction and resolution of customer concerns.
Provide leadership within the site to ensure concerns are addressed accurately and in a timely manner.
Support the Safety and 6S goals, to include maintaining your office environment to ensure it is free of clutter, clean, professional, and well-organized.
Develop and maintain effective relationships with customers, suppliers, and the Raleigh team and portray a professional image at all times. Be supportive of co-workers and display a willingness to help others within the organization beyond the normal bounds of your immediate responsibilities.
High school diploma required, Associate's or Bachelor's degree preferred.
2 or more years' experience is a sales, order fulfillment, sales support or customer service role.