IPS - MAST Technologies is seeking a Customer Service Representative who will contribute to a positive customer experience and performs a variety of routine administrative and clerical functions. Completes daily assignments under general supervision in support of one or more administrative teams.

About IPS: Integrated Polymer Solutions is a leading developer and manufacturer of advanced materials and engineered components focused exclusively on high-value end markets in aerospace, defense, medical, semiconductors, robotics, energy and industrial. The group consists of 8 highly respected brands; AkroFire, ABBA Roller, Icon Aerospace Technology, IRP Medical, MAST Technologies, Northern Engineering Sheffield (NES), Rubbercraft, and Swift Textile Metalizing (STM). Our product range includes elastomeric seals, gaskets, tooling, hoses, ablatives, survivability tiles, coatings and tapes, EMI and thermal shielding, electrically conductive metalized fabrics, and encapsulated O-rings.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Contributes to continuous improvement and a positive customer experience.
• Works closely with Outside and Inside Sales representatives to cultivate strong customer relationships and excellent customer experience for assigned accounts/territory(s).
• Manages the order life cycle after order placement to include but not limited to quote/order entry, backlog management, expedites, customer returns, status updates, etc.
• Drives performance towards achieving bookings and revenue targets for assigned territory(s).
• Timely and accurately processes orders within the specified turn times.
• Reviews open purchase orders to ensure data integrity and updated information (such as delivery dates) are reflected in real time. Research discrepancies and take immediate action to resolve them.
• Works closely with functional departments to resolve production scheduling, shipping, and/or invoicing problems.
• Manages customer portals on a regular basis for status reports, deviation requests and approvals, etc. in accordance to customer requirements.
• Provides continuous feedback to both internal and external customers on order status throughout the production cycle. Be proactive with external customer communication in anticipation of customer’s needs.
• Hosts/supports customer meetings with functional departments as needed.
• Reviews monthly internal and external scorecards for accuracy. Ensure corrections are completed timely to mitigate negative scorecard ratings.
• Ability to interpret and generate customer reports, internal reports, metrics, etc. as needed.
• Compiles closed orders with appropriate paperwork and archive accordingly.
• Completes special projects and other duties as assigned.
• This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR.

EDUCATION, EXPERIENCE AND COMPETENCIES REQUIRED:

• 2 – 3 years of customer service experience in manufacturing or equivalent combination of higher education and experience. Aerospace background highly preferred
• Proficient in Microsoft Office Suite (Word, Excel, and Outlook)
• Experience in ERP systems with Microsoft Dynamics Great Plains highly preferred
• Strong verbal and written communication and interpersonal skills
• Strong problem-solving skills to devise solutions, prioritize orders, and ensure that the needs of the customer are met
• Effective interpersonal skills to drive results within a team environment
• Thorough follow-through and attention to details
• Maintain working knowledge of company products and services
• Consistent exercise of independent judgment and discretion in matters of significance

Benefits:

At Integrated Polymer Solutions, we recognize how important your career and benefits are to you and your family. We offer a full suite of benefits including medical, dental, vision, short and long-term disability coverage, accident insurance, critical illness insurance, basic and supplemental life insurance, employee assistance plan, retirement savings and matching, and other developmental opportunities. We are committed to supporting the way you live and work.

IPS is an Equal Opportunity Employer Veterans/Disabled - Affirmative Action Employer.

This position requires the use of information which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.