Sales Support Administrator

With more than 120 operations and approximately 20,000 employees worldwide, Precision Castparts Corp. is the market leader in manufacturing large, complex structural investment castings, airfoil castings, forged components, aerostructures and highly engineered, critical fasteners for aerospace applications. In addition, we are the leading producer of airfoil castings for the industrial gas turbine market. We also manufacture extruded seamless pipe, fittings, and forgings for power generation and oil & gas applications; commercial and military airframe aerostructures; and metal alloys and other materials for the casting and forging industries. With such critical applications, we insist on quality and dependability – not just in the materials and products we make, but in the people we recruit.

PCC is relentless in its dedication to being a high-quality, low-cost and on-time producer; delivering the highest value to its customers while continually pursuing strategic, profitable growth.

In 2016, Berkshire Hathaway, led by Chairman and CEO Warren E. Buffett, acquired Precision Castparts Corp.

Business Profile: 

PCC Fasteners and Engineered Products, which include the PCC Industrial & Distribution Group, consist of specialized manufacturing businesses that produce fasteners, precision components, systems, tooling, and engineered system solutions for a diverse group of end customers in the automotive, aerospace & defense, industrial machinery, and other performance-driven markets.

PCC Fasteners and Engineered Products' manufacturing operations are spread over four continents, forming a network of industry-leading companies, which enables our customers to utilize our experience and deep product knowledge wherever they need it. Embedded in a culture of continuous improvement, our assets and industry leadership ensure that we will consistently deliver our customers the best value in the markets we serve.

Location Profile:

Located in North Hollywood, CA, Avibank Manufacturing, Inc., a PCC Company, a part of the Engineered Products Group, is among the world's leading manufacturers specializing in the design and production of sophisticated fasteners and multi-component fastening systems and devices, solving difficult engineering and critical performance problems.

Position Summary:

Summary: Administers customer service activities of the Sales department which are an integral part of the customer value proposition for satisfying customer needs regarding any aspect of the quote and order fulfillment process. Investigates and resolves customer complaints. Resolves customer problems concerning, delivery, current status of production, order processing, scheduling, basic pricing, post-sale service, defective products and other issues as required. Associate will coordinate with various functions, such as engineering, production control, manufacturing, quality, etc., to provide liaison support to ensure customer satisfaction.  Helps assist finance department by contacting customers regarding delinquent payments and collection activities.

Primary Duties and Responsibilities:

• Administers customer service activities of the Sales department such as order fulfillment both pre and post sale, customer complaints or problems, current status of production of products for customer, and related matters of customer service Develops and maintains relationships with purchasing contacts. Works with Product Managers to prepare price quotes or bids based on knowledge of material and labor costs, and manufacturing schedules and processes. Submits bid to customer for examination and approval. Reviews and enters orders ensuring price, lead time, credit terms, quality clauses and shipping details are accurate.
• Investigates and resolves customer complaints, suggestions, concerns, and similar matters. Applies customer service focused skills and techniques to improve relations with customers while meeting customer needs to ensure customer satisfaction wherever possible. Talks with customers by phone, email, etc. to effectively and timely communicate information needed by customer regarding products made by company and sold to them.
• Coordinates with various functions, such as, Engineering, Production Control, Manufacturing Quality, etc. to provide liaison support internally to ensure meeting customer needs and externally to customer to ensure customer satisfaction regarding scheduling/re-scheduling, defective product, on-time delivery, shipping, changes in product availability, in order to answer customer inquiries and solve customer problems/concerns.
• Assists finance department regarding payments and collection activities. Associate to use knowledge of pricing of company products, services and sales agreements to help others in the collection of accounts receivables or handling credit return problems. Considers other cost factors such as overstocking, time for processing customer service activities, etc. to reduce costs to company, improve financial relations with customers, and productivity of department.
• Applies broad knowledge and skills of computer software to input, selectively store and analyze customer service data and other sales data for customers into computer database. Develops trends and other statistically based data evaluative information to determine customer service activities improvements and needs to provide better customer service and satisfaction.
• Develops and maintains relationships with customers on as positive a basis as practicable. Communicates and administers the flow of information between customers and sales department personnel within level of responsibility to build and maintain customer satisfaction while ensuring company as good a company image as possible.
• after sale concerns of customer

Required Skills:

• Understanding of planning techniques and BOM structures
• Self-motivated, goal driven, proactive and works for results
• Strong organizational and multitasking skills with ability to balance competing priorities 

Required Experience:

• Proven account management or other relevant experience
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
• Experience in delivering client-focused solutions based on customer needs
• Proven ability to manage multiple projects at a time while paying strict attention to detail
• Excellent listening, negotiation, and presentation skills
• Excellent verbal and written communications skills
• Fluent with the MS Office suite

Level of Education:

Bachelor’s degree in communications, business, finance, engineering, science, or related field of study