Product Sales Support Representative

About Us

Atkore is forging a future where our employees, customers, suppliers, shareholders, and communities are building better together – a future focused on serving the customer and powering and protecting the world. With a global network of manufacturing and distribution facilities, Atkore is a leading provider of electrical, safety and infrastructure solutions.

About the Role

Atkore currently has an opening for a Product Sales Support Representative based out of Harvey, IL, reporting to the Product Sales Support Manager. This person will be responsible for providing customer-based support solutions for all product-related inquiries and serving as the liaison for all other customer issues. This position will support the customer service teams company-wide and across the country.

Responsibilities

• Process and close customer claims.
• Review and process customer action reports when needed concerning quality or failure in the field.
• Work closely with the sales team to resolve issues concerning products in the field.
• Create and maintain Gemba Board Reports and conduct regular meetings with Sales, Warehouse, and Quality teams across the network.
• Facilitate Quality/Warehouse trends and actionable items to increase efficiencies in the process and reduce process delays to increase customer satisfaction.
• Create reports for Sales and Plant Facility analytics company-wide using Tableau/Power BI platforms.
• Create executive dashboards to track metrics and show performance fluctuation.
• Provide training for new agents or customer service personnel in the claims process and company policies.
• May require intermittent travel to customer locations, job sites, or RSC locations.
• Create and maintain points of escalation for unresolved issues when claims become stalled.

Requirements

• 2+ years of relevant customer service, manufacturing, or steel industry experience.
• Advanced skills in Microsoft Excel, Outlook, PowerPoint, Word, Oracle (JDE), Salesforce, and Power BI are preferred.
• Ability to generate and manage reports; advanced skill in creating pivot tables, data manipulation, and utilizing V-lookup tables.
• Capability of developing solutions that are user-friendly, stable, secure, and adaptable.
• Exceptional ability to work in cross-functional teams.
• Self-starter with leadership capability and the ability to work with minimal supervision.
• Interpersonal skills suitable for interfacing with various levels within the organization as well as customer-facing roles.
• Excellent written communication and analytical skills.
• All associates must embrace and foster an environment that supports our core values of Accountability, Teamwork, Integrity, Respect, and Excellence.

Milestones

Within 3 Months, You’ll:

• Complete your new hire “Immersion” so that you are ready to excel in your new role.
• Have developed relationships with the key stakeholders for this role.
• Be educated on all Atkore systems.

Within 6 Months, You’ll:

• Be able to navigate Atkore systems, for example, Salesforce, Concur Expense & Travel, Cyber Security, Atkore University, Atkore Rep Portal, Literature Portal, and UltiPro HR Portal.
• Understand the business well enough to leverage QC and warehouse investigation and resolve issues.
• Have had enough product and process training to suggest streamlining activity and leverage teams for optimum efficiency.

Within 12 Months, You’ll:

• Interact fully with Atkore agent reps as well as Atkore Regional Sales teams.
• Examine data trends and create reports and dashboards to hold accountability.
• Work with cross-functional teams to improve processes and efficiency in claim closure.
• Build and maintain working relationships with sales agents, quality, warehouse, and product management.

Benefits

• Medical, vision, and dental insurance
• Life insurance
• Short-term and long-term disability insurance
• 401k
• Paid Time Off
• Paid holidays
• Any leave required under federal, state, or local law

Benefits are subject to vesting and eligibility requirements.

Pay

As of the date of this posting, a good faith estimate of the current pay for this position is $54,880 - $75,460. Placement in the range depends on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, relevant experience, skills, seniority, performance, shift, travel requirements, and business or organizational needs and may change over time. Other compensation may include, but is not limited to, overtime, shift differentials, bonuses, commissions, stock, and other incentives.