Sales & Customer Support Specialist
- Houston, TX
- Permanent
- Full-time
- Serve as the primary contact for order placement, order management, and tactical customer inquiries.
- Maintain and grow customer relationships across both core (80) and smaller (20) accounts.
- Respond to customer inquiries, resolve complaints, and manage credit/debit adjustments.
- Share product updates and pricing changes to support account development.
- Guide customers toward MRD (Make-to-Stock) products when appropriate, shifting from MTO (Make-to-Order).
- Act as the first line of defense for Product Line Simplification (PLS) by reviewing new orders for compliance with approved product lists and minimum order quantities (MOQs).
- Support account development through proactive communication and timely follow-ups.
- Collaborate with Sales Managers to maintain accurate sales forecasts and funnel data.
- Support the sales team by ensuring data accuracy and integrity within business systems.
- Generate weekly and monthly sales reports to track performance, trends, and gaps.
- Analyze customer buying patterns to support forecasting and identify sales opportunities.
- Monitor and report key performance indicators such as On-Time Shipment (OTS), quote-to-order conversion rates, and customer response times.
- Aggregate demand forecasts from 80+ customers to support MRD planning and sales forecasting.
- Support the Funnel Management process through data maintenance, user guidance, and reporting. Ensure data accuracy, support adoption through user training, and provide insights via ad hoc or scheduled reports.
- Contribute to sales growth by offering insights, strategic input, and actionable recommendations for target customer development.
- Generate meaningful customer insights by asking strategic questions and aligning with key commercial growth objectives.
- Review and validate customer orders for accuracy prior to entry.
- Manage order entry, acknowledgements, and logistics for all customers.
- Coordinate and support regular customer order review meetings with 80 customers and the sales team.
- Monitor MRD inventory levels at CBC and coordinate base film ordering to prevent supply disruptions.
- Track and manage data that impacts forecast accuracy and key KPIs.
- Maintain visibility of open orders, backlog, and customer-specific reporting metrics.
- Collaborate cross-functionally with Sales, Warehouse, and Quality teams.
- Participate in internal sales and order management meetings, support documentation for Management Review.
- Proactively seek opportunities to improve daily processes using ITW Toolbox tools and continuous improvement principles.
- Bachelor’s degree preferred; 1–2 years of experience in inside sales or customer service.
- Strong communication, organizational, and multitasking skills.
- Experience in manufacturing or technical sales is a plus.
- Proficiency in Microsoft Office and CRM/business systems.