Customer Care Advocate Kymera International - Specialty Materials that Shape the FutureThe Customer Care Advocate serves as the primary point of contact between customers and internal teams, including Sales, Production, Engineering, Quality, and Shipping, to ensure a seamless and positive customer experience throughout the order fulfillment process. This role is responsible for managing customer orders from quotation through shipment, maintaining accurate customer and order information within SAP, and providing proactive communication regarding order status, lead times, delivery schedules, and issue resolution. The successful candidate will collaborate closely with cross-functional teams to support on-time delivery, customer satisfaction, and operational efficiency. This position may provide support across multiple manufacturing locations, coordinating customer requirements, production activities, and order fulfillment to ensure consistent service levels and business continuity across facilities.
Work Location:
This position is based at our RTP facility in Durham, NC and requires regular on-site attendance. A consistent in-office presence is necessary to effectively support customers and collaborate with cross-functional teams, including Production, Quality, Shipping, Engineering, and Sales.
Essential Duties and Responsibilities:
Serve as the primary point of contact for customer inquiries via phone and email and provide updates such as order status, lead times, pricing information, and delivery commitments.
Build and maintain strong customer relationships through responsive and professional communication.
Monitor open orders and proactively communicate delays or schedule changes.
Facilitate cross-functional and cross-site coordination to ensure customer requirements, production schedules, inventory availability, and delivery commitments are effectively managed.
Accurately enter and maintain customer orders within SAP, including updates to pricing, customer information, and shipping instructions.
Generate order acknowledgements and confirm delivery dates.
Process order changes, cancellations, returns, and credit requests.
Create and maintain customer master data, files, and electronic records.
Coordinate with Quality Assurance to provide certifications, inspection reports, and customer-required documentation.
Prepare shipping documentation and ensure required Certificates of Conformance (CoC), certifications, and customer-required documentation accompany all shipments.
Ensure compliance with ISO 9001, AS9100, customer-specific, and internal documentation requirements.
Support KPI tracking including: On-Time Delivery (OTD), Order Accuracy, Response Time, Customer Satisfaction, Backlog Management.
Perform other duties and responsibilities as assigned to support customer service, operational, and business objectives.
Qualifications:
High School Diploma or GED required.
Associate or Bachelor's degree in Business, Supply Chain, Manufacturing, or related field preferred.
Valid driver's license required.
Minimum of 3 years of customer service experience in a manufacturing environment.
Experience with SAP ERP strongly preferred; experience with other ERP systems will be considered.
Proficiency in Microsoft Office (Excel, Outlook, Word).Strong organizational and multitasking skills.
Excellent written and verbal communication skills.
Ability to prioritize work in a fast-paced manufacturing environment.
Experience supporting customers in powder metallurgy, advanced materials, aerospace, defense, or precision manufacturing environments preferred.
Knowledge of production scheduling and manufacturing workflows.
Experience reading purchase orders, engineering drawings, or manufacturing specifications.
Understanding of logistics, freight, and export documentation.
Demonstrated ability to build and maintain effective customer relationships through professional communication and responsive service.
Ability to work on-site at the RTP facility in Durham, NC and maintain reliable attendance.
Must be legally authorized to work in the United States.
Work Environment:
This position is primarily office-based and located within a manufacturing facility that produces copper powders and related metal powder products. Employees may periodically enter production, warehouse, and shipping areas to support customer service activities, review order status, and collaborate with Operations, Quality, Production, and Logistics personnel. During visits to production areas, employees may be exposed to manufacturing conditions including noise, dust, airborne metal particulates, moving equipment, and varying temperatures. Appropriate personal protective equipment (PPE) is required when entering designated production areas and may include safety glasses, hearing protection, safety-toe footwear, gloves, respiratory protection, or other equipment as required by site policies and specific work activities. Employees are expected to comply with all company safety procedures and maintain a safe, clean, and organized work environment.
EEO Statement:
Kymera International is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. Kymera International is committed to fostering a diverse, equitable, and inclusive workplace where everyone has the opportunity to succeed. We recruit, hire, develop, and promote employees based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, marital status, or any other status protected by applicable law in the countries where we operate. We are committed to providing reasonable accommodations throughout the recruitment and employment process for qualified individuals with disabilities or other protected needs, in accordance with applicable law.
