Customer Service Representative

Morgan Advanced Materials is a world leader in advanced materials science and engineering of ceramics, carbon and composites. We operate in a series of well-defined markets where our applications expertise offers our customers a valuable differentiator, engineering high-specification materials, components and sub-assembly parts that solve their challenging technical problems.

The Technical Ceramics business of Morgan Advanced Materials engineers high performance functional and structural ceramic materials, components and sub-assemblies to address customer-specific technical challenges.

The business employs advanced materials science and applications expertise to produce parts that enhance reliability or improve the performance of its customers’ products. Much of what the global business unit makes is used in demanding, harsh or critical environments. Our Technical Ceramics business works in selected segments of the electronics, energy, healthcare, industrial, petrochemicals, security and transport markets, typically in close collaborative customer relationships.

Group Key Figures: Revenue £950m (2021), ~7,500 employees, manufacturing in 30+ countries, and customers in 100+ countries. A UK PLC with head office located in Windsor, Berkshire UK.  Listed on London Stock Exchange; Member of the FTSE 250 Index.

The Inside Sales Customer Service Rep/ Account Manager is a strategic member of the division’s commercial team, providing sales, marketing and business development expertise to drive growth in the assigned book of business. 

Essential Functions:

• Strive to delight the customer by effectively managing customer communication and serving as a customer advocate internally
• Serve as main point of contact to multiple current customers ensuring timely communication regarding open orders and all potential future business
• Serve as an additional liaison for valued/potential customers to engage with our company
• Communicate with customer regarding on time delivery, product quality and follow up regarding any future business
• Monitor KPI for on-time delivery of all orders loaded into ERP
• Fully review and formally acknowledge customer purchase orders
• Follow up with customers regarding pending orders
• Communicate with appropriate internal personnel to obtain production progress relating to customer orders
• Assists Finance in credit/invoicing resolution
• Immediately process requests for quotes, noting lead items
• Assists Finance in credit/invoicing resolution
• Assist with sales forecast preparation.
• Provides customer service support to outside sales force.
• Assist in business development initiatives as required.
• Ensure high customer satisfaction.
• Communicate issues/potential issues immediately both internally and externally.
• Work with operations to expedite customer orders.
• Monitors and maintains monthly OTD report
• Monitors and maintains weekly quotation summary report
• Responsible for RMA processing
• Track and monitor customer Kanban/safety stock levels

Minimum Qualifications and Education Requirements:

• Associates degree or equivalent experience or Business related, and 2 years related experience and/or training.
• Expertise in Microsoft Office and ERP systems.
• This position requires use of Controlled Unclassified Information (CUI) which is subject to the International Traffic in Arms Regulations (ITAR), Export Administration Regulations (EAR), and Nuclear Regulatory Commission (NRC).

Additional Requirements:

• Must be able to clearly present ideas and reports in written and verbal format.
• Must be able to work well with all levels of business personnel.
• Must be able to work well with external contacts of the Company.
• Must have good time management, planning, and negotiation skills.
• Must adhere to all Company policies.

Physical Requirements:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must be capable of sitting and using a computer for extended periods of time throughout the workday
• Must be capable of occasional travel.
• Must have the ability to maneuver the shop floor, administer postings, and general administration throughout the facility.
• Required to talk or hear.
• Required to pass eye tests.
• Required to stand, walk, and sit.
• Required to use finger, handle, feel & reach with hands & arms.
• Frequently lift and/or move up to 10 lbs, and occasionally lift and/or move up to 25 lbs.
• Vision abilities include close vision, color vision, depth perception, and ability to adjust focus, close vision, color vision, depth perception, and ability to adjust focus.
• Individual must be a:
  • Citizen of the United States, or
  • Permanent resident alien of the United States, or
  • Protected individual as defined by 8 U.S.C. 1324b(a)(3) as defined by 22CFR120.15

Morgan Advanced Materials is an EEO/AA/M/W/D/V Employer - Ind-1

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions of this job. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, fumes, or airborne particles, and toxic caustic chemicals.  The noise level in the work environment is usually moderate.

This job description does not state or imply that all duties to be performed are specifically identified above. Employees are required to follow any other job-related instructions and to perform any other job-related duties requested or instructed by an authorized person of the Company. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.