The Company:

A supplier of high-quality metals and materials, Goodfellow specializes in the research and development sectors with a strong focus on science and industry. Our technical teams have worked on materials that have contributed to scientific breakthroughs in nuclear fusion, the fight against COVID-19, and have been used in probes that have travelled through space as far as Saturn.

Established in London in 1946, Goodfellow now supplies materials globally and holds offices in the UK, France, Germany, USA and China. Today, backed by the prestigious Private Equity firm Battery Ventures, Goodfellow is on an exciting trajectory with a strong mergers and acquisitions strategy and ambitious goals to achieve our growth targets.

Goodfellow has successfully completed the acquisition of Potomac Photonics, headquartered in Baltimore, USA. Potomac is a distinguished microfabrication company renowned for its expertise in quickly and cost-effectively developing miniature products and bringing them to market. With capabilities spanning micro-machining of polymers, metals, ceramics, and glass, Potomac achieves specifications that surpass traditional manufacturing processes.

Customer Relations Support Specialist

This role is responsible for processing customer orders, providing exceptional customer service, and ensuring seamless communication between internal teams. The ideal candidate will be an effective communicator, highly organized, and skilled at managing customer relationships and order fulfilment processes.

Key Responsibilities

· Process and manage incoming customer orders, ensuring accuracy and timely fulfillment.

· Work closely with the sales and logistics teams to track order status and resolve any issues that may arise.

· Monitor inventory levels and communicate with relevant departments to ensure stock availability.

· Serve as the primary point of contact for customer inquiries, providing product information, order updates, and resolving any concerns.

· Maintain a positive, professional, and friendly relationship with customers, ensuring a high level of customer satisfaction.

· Address customer complaints or issues promptly, working with the relevant departments to find effective solutions.

· Facilitate smooth communication between the sales, production, Technical, Technical Solution, and Operation teams.

· Collaborate with internal departments to ensure order accuracy, timely delivery.

· Provide internal updates on customer order statuses, special requests, and delivery timelines.

· Administrative Support:

· Assist with preparing reports on sales, customer interactions, and order status.

· Maintain customer records and databases, ensuring all information is accurate and up to date.

· Assist the sales team with preparation of sales materials, Catalogue quotes, and other documents as needed.

· Provide feedback to management on trends, customer feedback, and any potential areas for process improvement.

· Stay updated on product offerings, pricing, and promotions to accurately assist customers.

Key Requirements

· High school diploma or equivalent; Associates’ or Bachelors’ degree in Business, Communications, or a related field preferred.

· Experience in Sales support role.

· Experience in order processing, sales support, or customer relations is a plus.

· Strong interpersonal and communication skills, both written and verbal.

· Excellent organizational skills with the ability to manage multiple tasks.

· Ability to work effectively in a team-oriented environment.

· Proficiency in MS Office (Word, Excel, PowerPoint)

· Familiarity with CRM software (preferably Salesforce), and Dynmaics365

· Detail-oriented with a problem-solving mindset.

Job Type: Full-time

Pay: $45.00 - $50.00 per hour

Expected hours: 40 per week

Benefits:
• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Shift:
• Day shift
• Morning shift

Ability to Commute:
• Pittsburgh, PA 15219 (Required)

Ability to Relocate:
• Pittsburgh, PA 15219: Relocate before starting work (Preferred)

Work Location: In person