Strategic Customer Support - Remote
About the Role: Gore’s Performance Solutions Division is committed to delivering breakthrough performance solutions for customers' complex product and process challenges in several key markets and industries including aerospace, automotive, mobile electronics and semiconductors. As a leading supplier of products engineered to be used in demanding environments, we are looking for a dynamic Customer Support Associate to join our Sales Operations team.
This is a remote position, and you can work from home in most locations within the United States.
Responsibilities:
- 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
Required Qualifications:
- 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
Desired Qualifications:
- Engineering, experience working in semiconductor industry or technical sales
- Multi-product portfolio experience
- Leadership 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: Our success is based on the capability and creativity of our Associates, and we are proud to offer a comprehensive and competitive total rewards program that supports your everyday and helps you build your tomorrow.
We provide benefits that offer choice and flexibility and promote overall well-being. And in keeping with our belief that every Associate should share in the collective success of the enterprise; we provide a distinctive Associate Stock Ownership Plan in each country as well as potential opportunities for “profit-sharing”. Learn more at gore.com/careers/benefits
We believe in the strength of a diverse and inclusive workplace. With diverse perspectives, ideas and experiences, we uncover new possibilities and make a greater impact in the world. We are proud of Associates for building on our rich history of innovation, upholding our values and supporting an inclusive work environment where we treat each other and our external partners with fairness, dignity and respect.
Gore is an equal opportunity employer. We welcome all applications irrespective of race, color, religion, sex, gender, national origin, ancestry, age, status as a qualified individual with a disability, genetic information, pregnancy status, medical condition, marital status, sexual orientation, status as a covered veteran, gender identity and expression, and any other characteristic protected by applicable laws and regulations.
Gore is committed to a drug-free workplace. All employment is contingent upon successful completion of drug and background screening. Gore will consider qualified applicants with criminal histories, e.g., arrest and conviction records, in a manner consistent with the requirements of applicable laws.
Gore requires all applicants to be eligible to work within the U.S. Gore generally will not sponsor visas unless otherwise noted on the position description.
Our Talent Acquisition Team welcomes your questions at gore.com/careers/contact
About Gore
For 65 years, Gore has improved lives through discovery, product innovation and rewarding careers for Associates. We push the boundaries of what's possible — not just through our products and technologies but also through individual growth and development.