Product Sales Support Representative

Product Sales Support Representative

Who we are:

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.

Who we are looking for:

Atkore currently has an opening for a Product Sales Support Representative to be 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 the liaison for all other customer issues. This position will support the customer service teams’ company wide and across the country. Experience in developing reports in Tableau, Sales Force and Power BI would be strongly preferred.

The ideal candidate will have 2+ years of relevant customer service, manufacturing or steel industry.  Experience in lean manufacturing or metallurgical experience a plus.

What You’ll Do:

• 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 / 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. 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 / maintain points of escalation for unresolved issues when claims become stalled.

What You'll Bring:

• 2+ years of relevant customer service, manufacturing or steel industry.

• Advanced skills in Microsoft Excel, Outlook, Power Point, Word, Oracle (JDE), Sales Force, 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.
• Inter-personal skills that are suitable for interfacing with various levels within the organization as well as customer facing.
• 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.

Within 3 Months, You’ll:

• Complete your new hire “Immersion” so that you are ready to rock 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.
• 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 to claim closure.
• Build and maintain working relationships with sales agents, quality, warehouse, and product management.

Atkore is a six-time Great Place to Work© certified company and a four-time Top Workplaces USA award winner! We’re committed to creating an engaged, aligned workforce driven by a collaborative culture. Our team strives for breakthrough results and stays focused on being standout leaders. We consistently live the Atkore mission, strategic priorities, and behaviors consistent with our core values.