FRM-604.22 Position Description: Inside Sales /
Issue: 1 Rev: 0

Customer Service Lead

Reviewed By: Approved By: M. Hemsath January 13, 2023

Position Title: Inside Sales / Customer Service Lead

Reports To: Sales Manager / VP Sales / Facility Manager

Department: Sales

Public Job Description and Company background:

The Inside Sales and Customer Service Lead works at the local Nitrex plant (one in Mason, Mi and one in

Aurora, IL) as the point of contact for our customer base (each plant also has a Regional Sales Manager who is responsible for business development, customer visits, and large bids). The Inside Sales position coordinates the total customer experience. This position is the conduit between the Facility Manager, the facility operations, and meeting the customers’ expectations. Nitrex believes in exceptional customer service, trouble- free processing, and meeting our customer’s heat treatment needs. Providing quotes and pricing assistance is a large part of the job. This position manages much of the pricing and customer processing experience, utilizing our plant and customer tracking software . Each day, dozens of customers send in parts, have parts processed in the plant, or have parts shipped to them. Keeping the information conduit updated for the customer is important to a positive long-term relationship for our customers. Learning the inside sales position is great training for the possibility of a later regional sales position.

Nitrex Metal Inc., has been a worldwide leader and solution provider in the heat-treating industry for 35 years.

Nitrex currently conducts operations in nine countries and has partnerships in all areas of the globe. Nitrex has over 450 employees distributed between manufacturing of equipment at various worldwide locations, providing heat treatment services, and engineering and sales locations worldwide. Nitrex has a strong commitment to research & development and realizes that investment in advanced technologies is a key ingredient for our continued growth. A position at Nitrex will test your commitment to growth and your drive to advance heat treatment technology. We offer a competitive salary and benefits, as well as a fast-paced work environment

Functions and Responsibilities:

1. Handles/coordinates quote/proposal response for local plant on Leads and “House” Accounts a. Provide customers with written quotes and timing estimates when requested. b. Advise customers as to status of parts in process. c. Interfaces with Regional Sales Manager (RSM) on pricing and process.

2. Assists Facility with responding to customer inquiries on work in process and status. a. Works closely with plant team to provide exceptional customer experience. b. Possess effective communication, organization, and computer skills. c. Set the appropriate example and decorum as a public Nitrex employee. d. Understand at a high level the order tracking system software.

3. Identifies accounts which require Regional Sales Manager (RSM) focus. a. Identify any small accounts which might require RSM focus. b. Maintain CRM account accuracy, contacts, notes.

Page 1 of 3

FRM-604.22 Position Description: Inside Sales /
Issue: 1 Rev: 0

Customer Service Lead

Reviewed By: Approved By: M. Hemsath January 13, 2023

4. Maintain Quotes in BlueStreak software system and provide expertise in BlueStreak quoting and plant tracking and processing software.

5. Learn Nitrex processes, understand reading of Blueprints, and be able to calculate load geometries and loading methods, weights and apply to pricing.

6. Quote and assist Facility Manager on plant-specific large “House” accounts, as required.

7. Work closely with RSM to highlight any Nitrex customer concerns and requirements for visits, outreach or intervention (via RSM, National Sales Manager, VP Sales, or Facility Manager).

8. Responsible for follow up on quotes issued and notes on won/lost.

9. Identify cross-sell opportunities by Process and by Plant location during customer contacts/interactions. a. Interface with customers to analyse their needs & to provide solution specific recommendations within a timely fashion. b. Some of our other plants offer different services, which should be understood. c. Update National Sales Manager and VP Sales on any issues/concerns.

10. Prepare/maintain with Facility, a Price List. Prepare, with plant operations and scheduling, a listing of on-going, frequent, other customer processes where mixed loads can be achieved with small lots added and establish pricing for such small-run services. a. Prepare and Utilize a Plant-specific, approved Price List. b. Understand processing cost analysis and factors.

11. Identify and Comply with all Quality System procedures/requirements (i.e. Quotes, PO’s, service/process/specification requirements). Understand industry specifications, such as AMS (SAE

Aerospace Materials Specifications).

12. Maintain confidentiality of Customer Account information.

13. Maintain existing relationships with customers by documenting competitors and their locations that may be used and other heat treating processes they may need. Send relevant information to RSM.

14. Communicate with all levels of Nitrex Management to ensure the resources needed to process the job are available and facility is providing timely processing of all jobs.

15. Utilize a computer, Microsoft Office software, as well as on-line activities / networking.

Training, equivalency, or on-the-job experience is required in the following:

Calibration Procedure #’s N/A Maintenance Procedure #’s N/A

Lab Procedure #’s N/A Processing Procedure #’s 110, 114, 121, 123, 124,

100, 101, 108 127, 130, 131, 132

Special Training: None

Page 2 of 3

FRM-604.22 Position Description: Inside Sales /
Issue: 1 Rev: 0

Customer Service Lead

Reviewed By: Approved By: M. Hemsath January 13, 2023

Other:

➢ Two years of experience as inside sales or customer service (preferably in Heat Treating or relevant technical industry).

➢ A relevant college degree/education may be accepted in lieu of specific skills. Math, calculation, spreadsheet and software skills, as well as blueprint reading are critical to success.

Page 3 of 3

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Aurora, IL 60502: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location

dutch-tavern.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, dutch-tavern.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, dutch-tavern.com is the ideal place to find your next job.