Customer Support Representative I in Port Talbot

Benefits

• Diversity & Inclusion: We focus on providing an inclusive environment and recognise our diversity contributes to our success.
• Easily Reachable: Easy, low-stress access by car or public transport.
• Personal Development: We offer a variety of trainings to ensure you can develop in your career.
• Safe Environment: We strive to ensure safety remains a top priority, and provide a stable environment for our employees.
• Sustainability & Social Commitment: We support social and sustainable projects and encourage employee involvement.

Responsibilities

• Receive customer RFQ’s.
• Review the RFQ, reroute/decline, or take forward for quotation.
• Acknowledge the quotation and enter into dialogue with the customer, as required, in order to establish and meet customer expectations.
• Register the incoming RFQ, assess the commercial implications and assess the technical requirements of the customer.
• RFQ technical assessments include review of project specifications, technical drawings, piping class data sheets or data detailed in emails.
• On a basic level, assess material grades, pipe size, seal ring data, seal material combinations, coating requirements.
• Verify MTO combinations for content.
• In the event the incoming data is insufficient, issue QHF or pre-bid clarifications.
• If the technical assessment indicates that the data is sufficient to quote, then the process is started.
• Alternatively, the technical content is sent to engineering for their review and input or is reviewed with the Proposals Manager.
• Quotation build will require communications with the procurement department establishing material or subcontract process pricing specification achievement.
• Establish and verify manufacturing routing data in order to price.
• Input quotation data onto SAP system, establish margins.
• Verify generated pricing against historic pricing.
• Liaise with production personnel regarding production capacity and timeframes.
• Prepare quotation package for internal review approval.
• Submit quotation package to customer.
• Enter data to records database.
• Throughout the process maintain a high level of professionalism in all aspects of customer communications.
• Resolve customer scope or supply queries during the quotation process, supported by engineering, production or procurement departments, as appropriate.
• In the event of a purchase order (PO) verify the PO against quotation; ensuring all relevant information is complete and accurate, including scope, specification and contractual terms.
• Prepare the PO handover package for the project’s execution team in readiness for manufacture.
• Self-manage and prioritise the quotations that have been assigned.
• Ensure a timely response to quotations, ensuring quotations are prepared and submitted within the company generated guidelines and targets.
• Contribute toward the improvement of the Proposal Department, company standards, practices and procedures.
• Some overtime may be required in order to maintain throughput in the event of high workloads.

Qualifications

• Have a good understanding of the type of manufacturing processes, materials and procedures involved in the FO product range.
• Have the capability to relate to these processes when dealing with client quotations and expectations.
• Capable of understanding technical drawings, data sheets and specification documents.
• Confident and effective communicator; written & oral, able to communicate professionally with customers, colleagues and peers at all levels.
• Able to quickly take ownership of customer requirements and using own initiative, make decisions and problem solve using the tools and resources available.
• All round team player, able to integrate with the team and offer support and communicate well both within and outside the department.
• Self-motivated, able to work well under pressure and meet set deadlines.
• Attention to detail; able to work with figures and calculations accurately.
• Excellent organisation and time-management skills.
• Confident and very competent user of the standard Microsoft Office packages.
• SAP experience an asset.
• The customer base is international, and a foreign language is an asset.

The Freudenberg Group is an equal opportunity employer that is committed to diversity and inclusion. Employment opportunities are available to all applicants and associates without regard to race, colour, religion, creed, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, mental or physical disability, genetic information, marital status, familial status, sexual orientation, protected military or veteran status, or any other characteristic protected by applicable law.