Job Detail

Aspen Aerogels is a rapidly growing aerogel technology company founded in 2001 to capitalize on patented advances in aerogel manufacturing. Aspen’s extensive portfolio of proprietary aerogel products are manufactured at scale and sold worldwide in the Electric Vehicle, Energy Infrastructure, Sustainable Building Materials, and Power Generation industries. Aspen is a Tier 1/2 Automotive supplier of PyroThin™ thermal barriers, and our Pyrogel™ and Cryogel™ products are used by virtually all leading petrochemical and refining company across more than 50 countries. We’re on a mission to build a world-class organization as we continue to grow our energy infrastructure business, and expand to meet demand for PyroThin™ thermal barriers in the rapidly growing Electric Vehicle sector over the next decade. We’re looking for great passionate, dynamic talent to join our team.
Aspen Aerogels is a rapidly growing aerogel technology company with an extensive portfolio of proprietary products manufactured and sold worldwide in the Electric Vehicle, Energy Infrastructure, Sustainable Building Materials, and Power Generation industries. We’re looking for a strong customer-oriented talent to join our team to support the growing energy infrastructure business. If you enjoy supporting customers, are focused on meeting deadlines and can juggle multiple assignments at once, this is the role for you. The Customer Service Representative will provide general support for all aspects of customer orders, quotations, and follow-up for our Energy Infrastructure business. This candidate must demonstrate a track record of outstanding customer service and be detail oriented and dependable when it comes to follow-through with a high level of work quality output.

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DUTIES AND RESPONSIBILITIES: *

• Process customer orders and changes, ensuring accuracy and completeness against applicable quotations, price lists, contracts, or specifications. Resolve questions or issues through communications with the Sales team and Customers.
• Liaise between the Customer, Sales team, and Commercial Operations to achieve an agreed, negotiated fulfillment plan.
• Systemically maintain accurate and consistent quantities, pricing, and ship dates
• Perform all other duties related to receipt, fulfillment, and management of Customer orders, communication and information sharing, and order payment as required.
• Create and maintain Oracle Customer Master, order templates, and other related data. Create quotes and proformas for customers as required.
• Responsible for timely completion of all supplier registrations in conjunction with other functional teams.
• Ensure that customer concerns are received, recorded and resolved in a timely manner. Assist Quality with root cause and resolution as necessary
• Build strong relationships with key counterparts and customers.
• Coordinate sample orders, including ensuring on-time fulfillment and communication of anticipated ship dates and status to requesting party.
• Generate periodic status reports, such as: order status reports, backlog reports and completed shipment reports. Maintain and publish reports as required/requested.
• Proactively identify and help implement enhancements to order management processes and tools to support a positive customer experience, streamline order processing, and provide scalable solutions

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QUALIFICATIONS: *

• High school diploma or general education degree (GED), or equivalent combination of education and experience, bachelor’s degree preferred.
• 3-5 years of customer service and/or order management work experience
• Demonstrated success at prior domestic and international customer service
• Innovative thinker and self-starter who strives for continuous improvement in a fast-paced environment
• Pride in quality of work with a focus on details
• Ability to work independently, with limited supervision
• Proven ability to confidentially handle sensitive customer information for protection of both the customer and Aspen Aerogels
• Professional demeanor, excellent interpersonal and communication skills, strong writing skills
• Must possess a strong desire to serve the customer, and the interpersonal skills to deal with various levels of personnel at the customer site and internally
• Working knowledge of INCO 2010
• Strong working knowledge of Oracle Order Management or similar ERP system and Salesforce.com preferred
• Proficiency with MS Office Suite

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time._ Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._

Aspen Aerogels, Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster is available here: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.
Aspen Aerogels, Inc. is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to abuttitta@aerogel.com or call (508) 466-3111 and let us know the nature of your request and your contact information.

Job Type: Full-time