What are the responsibilities and job description for the Customer Engagement Specialist -- Metal Fabrication & Wire Products position at American Wire Works?
Location/Hours: Folcroft, PA | M–F, 7:00 AM–3:30 PM
Total Rewards: $65,000–$80,000 base Quarterly Performance Bonus (Target Total Compensation: $80,000–$100,000 )
Your Mission
Help American Wire Works and Ace Metal Works scale a best-in-class commercial engine. We’re family-owned manufacturers serving industrial clients across North America with custom wire products, fabricated metal components, and material handling solutions. In this role, you’ll own the end-to-end customer experience—from first quote to final invoice—while activating growth in existing and dormant accounts.
This isn’t traditional inside sales. It’s relationship-building, opportunity creation, and commercial coordination—rolled into one.
Imagine This Scenario
A buyer calls needing a rush update. You confirm production status with Operations, align with Purchasing on material availability, issue an updated acknowledgement, and send the shipping documents—minutes later, the customer has everything they need. That afternoon, you follow up on yesterday’s quotes, book a plant visit for our President, and re-introduce our new manufacturing capabilities to a dormant account. Before you wrap, you log it all in the ERP and CRM, generate a pipeline update, and ensure invoices from this morning’s shipments are correct. That’s a winning day.
Core Responsibilities Customer Operations
- Primary contact for inquiries, delivery updates, and order status
- Accurately process orders and send acknowledgements
- Generate invoices post-shipment and coordinate shipping documentation
- Keep customers informed by syncing with Production and Purchasing
- Resolve issues with Operations, Quality, Purchasing, and Accounting
- Ensure professional, timely communication throughout the lifecycle
- Follow up on every quotation and document outcomes
- Drive proactive outreach to current customers
- Re-engage dormant accounts and introduce new capabilities/products
- Spot cross-sell and upsell opportunities
- Schedule meetings and plant visits for our President
- Generate new opportunities within existing accounts
- Support marketing campaigns and outbound sales initiatives
- Build strong relationships with purchasing managers, buyers, and key contacts
- Maintain a disciplined outbound communication cadence
- Prepare quotations for standard products
- Maintain accurate ERP/CRM records and customer pricing
- Track quotation activity and follow-up
- Coordinate customer onboarding and documentation
- Generate sales reports and pipeline updates
- Assist with non-inventory purchasing
- Keep all customer documentation current
- Translate customer priorities for Operations
- Coordinate with Purchasing on material availability
- Communicate commitments across internal teams
- Support new product introductions and customer launches
- Work with Finance to ensure accurate invoicing and documentation
- Continuously enhance the customer experience
Qualifications Required
- 3 years in inside sales, account management, customer support, or sales administration
- Exceptional written and verbal communication
- Strong organization and multitasking abilities
- Self-driven, proactive, and detail-oriented
- Proven ability to build long-term customer relationships
- Microsoft Office proficiency
- Experience succeeding in a fast-paced manufacturing environment
- Manufacturing or industrial background
- B2B customer support experience
- ERP and CRM systems experience
- Quoting/estimating experience
- Industrial distribution familiarity
- Experience supporting outside sales teams
How We Track Success Commercial Growth
- Existing customer sales growth
- Dormant customer reactivation
- Quote conversion rate
- New opportunities generated
- Customer retention
- Response time
- Order acknowledgement turnaround
- Invoice accuracy and timeliness
- Customer satisfaction
- CRM accuracy
- Consistent outbound customer outreach
- Quote follow-up discipline
- Internal communication
- Cross-functional collaboration
Compensation & Benefits
- Competitive base salary
- Quarterly performance bonus tied to commercial performance
- Health insurance
- 401(k)
- Paid Time Off
- Professional development opportunities
- 401(k) matching
- Health insurance
Growth & Impact
Work directly with company leadership and see your contributions drive real results. As our business scales, grow beyond inside sales into account management, commercial leadership, and broader business development. We’re seeking someone who wants to build a long-term career.
Work Location: In person (Folcroft, PA)
Salary : $80,000 - $100,000