Customer Service Representative

We are seeking a highly motivated and detail-oriented Customer Service Representative to manage and nurture our strategic client relationship. This role will be responsible for ensuring exceptional customer service, interfacing with operations, providing timely updates on deliveries, and expertly managing the key account. The ideal candidate will possess excellent communication skills, be proficient in managing complex customer interactions, and can coordinate and plan manufacturing processes across multiple plants.

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 Performance Carbon business of Morgan Advanced Materials makes high-performance self-lubricating bearing and seal components, predominantly used in pumps, industrial and domestic, or other sealing applications.

We use advanced carbon/graphite, silicon carbide, alumina and zirconia materials to engineer lightweight, low-friction bearings and seals. These materials help solve the problems associated with the use of lubricants in extreme temperatures, corrosive or hygienic environments where access is restricted, and are engineered into products which provide customer-specific solutions.

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.

Key Responsibilities:

• Client Relationship Management:
  • Serve as the primary point of contact for the strategic client, ensuring their needs are met with a high level of service and satisfaction.
  • Build and maintain strong, long-lasting client relationships through regular communication and by addressing any issues or concerns promptly.
• Quoting and Pricing:
  • Work closely with the quoting and operations teams to ensure quotes are handled in a timely manner.
  • Ensure quotes are delivered to the client promptly and follow up to confirm receipt and address any questions or concerns.
  • Track the status of quotes and collaborate with the sales and operations team to convert quotes into orders.
• Order Intake and Processing:
  • Accurately receive and process orders from the client, ensuring all details are correct and aligned with their requirements.
  • Coordinate with the internal operations team to ensure orders are processed efficiently and production schedules are met.
  • Monitor the progress of orders through the entire lifecycle, from intake to delivery, and proactively communicate any issues or delays to the client.
• Order and Delivery Coordination:
  • Interface with operations teams to provide clients with accurate and timely updates on deliveries.
  • Coordinate with manufacturing teams at the Coudersport and Greenville plants to ensure that production schedules align with client expectations and delivery timelines.
  • Proactively communicate any delays or changes in delivery schedules to the client, providing solutions and alternatives as needed.
• Invoice Management:
  • Accurately enter invoices into the client's portal, ensuring all billing information is correct and submitted in a timely manner.
  • Monitor and follow up on invoice approvals and payments to ensure smooth financial transactions.
• Client Reporting and Documentation:
  • Prepare and deliver regular reports to the client on order status, delivery schedules, and any other relevant metrics.
  • Maintain accurate and up-to-date records of all client interactions, orders, and issues.
• Continuous Improvement:
  • Identify opportunities to improve customer service processes and work with relevant teams to implement enhancements.
  • Stay updated on industry trends and best practices to better serve the client and improve account management strategies.

Minimum Qualifications:

• Bachelor's degree in Business Administration, Supply Chain Management, or a related field preferred.
• Minimum of 3-5 years of experience in customer service, account managment, or a related field.
• Experience managing key accounts and working with manufacturing or operations teams is highly desirable.
• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Proficiency in using CRM software and Microsoft Office Suite (Word, Excel, PowerPoint).
• Ability to work independently and as part of a team.
• Problem-solving mindset with a focus on delivering results.

Working Conditions:

• This role may require occasional travel between manufacturing plants located in Coudersport, PA and Greenville, SC.
• Must be able to work in a fast-paced enviroment with changing priorities.

Candidates must be a US Person, defined as an individual that is 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