Sales & Customer Support Rep II

About the role

The Sales and Customer Support Representative II accurately executes quoting, order entry, reporting, follow-up, and related customer support activities to ensure a high level of customer satisfaction. The position manages assigned accounts and/or projects, maintains customer information in CRM systems, supports outside sales, coordinates order and contract execution across company functions, and partners with customers, Production, Program Managers, Segment Managers, and other departments. The role requires an understanding of Fralock products, manufacturing processes, customer requirements, ERP/MRP and CRM systems, and applicable ITAR/EAR and government contract requirements.

Location: Poway, CA • Job Type: Onsite • Shift: 1st • Full Time

Responsibilities

• Manage assigned customer accounts and/or projects, including inbound customer communications, CRM data, customer requests, and coordination with internal departments.
• Execute quotation and order management activities, including contract review, order entry, expedite requests, quote follow-up, and timely responses to customer requests for quotes.
• Analyze and communicate customer requirements, contract terms, risks, purchase order alignment, flow-down requirements, and DPAS-rated contract requirements.
• Coordinate sales orders and contract execution across company functions, partnering with Program Managers, Segment Managers, Production, outside sales, and other departments as needed.
• Lead and support customer communications and meetings by preparing and presenting delivery schedules, recovery dates, production status, open-order information, and changes affecting customer satisfaction.
• Track, manage, analyze, and report customer and sales metrics, including on-time delivery, scorecards, quoting metrics, customer demand, sales order history, back