Valencia College

Customer Support

• Respond to customer requests in a timely manner
• Review and negotiate contract terms and conditions
• Manage customers, contracts, projects, assigned accounts, and customer information in the CRM
• Act as a company representative for new and current customers
• Receive inbound calls and provide customer support
• Support outside salespersons as needed
• Prepare quotations and conduct outbound quote follow-up calls
• Manage order entry, expedite requests, customer OTD, scorecards, portals, purchase orders, and contract requirements
• Analyze and communicate requirements, terms, risks, customer contracts, and customer flow-downs
• Manage DPAS-rated contracts after training
• Resolve common and complex customer requests and problems
• Coordinate sales orders across company functions for effective contract execution
• Drive customer meetings and present product deliverable schedules, recovery dates, and changes
• Communicate customer satisfaction changes to appropriate departments
• Partner with Program Managers and Segment Managers
• Track, manage, and report on-time delivery and quoting metrics
• Listen and respond to customer questions and resolve problems to customer satisfaction
• Prepare customer demand, sales order history, backlog, and forecast reports
• Provide timely responses to customer requests for quotes
• Prepare and present production status/open order reports
• Review, mark, store, and protect ITAR and proprietary information
• Develop broad knowledge of ITAR, EAR, FAR, and DFAR requirements after training
• Work remotely with minimal supervision as approved by the manager

Sales & Customer Support Rep II