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Customer Experience Service Specialist

3 months ago

Duluth, United States Nordson Corporation Full time
Collaboration drives Nordson's success as a market leader in Industrial Precision Solutions and Advanced Technology. Our employees thrive in an environment where we help each other reach our personal best and enable our company to continuously improve and grow, and our customers to succeed. You will find Nordson employees sharing our success by giving back in the communities around the world where we live and work.

Nordson Adhesive Dispensing Systems (ADS) sets the global standard in hot melt machines and dispensing, coating, and laminating systems. Manufacturers rely on our equipment for packaging, product assembly and surface treatment applications. With a leading services and support network, we help our customers worldwide increase manufacturing efficiencies and produce the highest quality products.

Job Summary

In the "Customer Experience - Key Account" position , the employee processes transactions routed to designated customer service desks within the case management system. This includes processing inbound requests initiated via phone or electronically from internal and external customers for quotes, orders, and other inquiries.

This role must have good knowledge of how to perform the duties of service order, standard order, credit/debit ,return, warranty, repair, order management and complex desk in order to route information efficiently throughout Adhesives Division.

Employees in this role are expected to be proficient in entering, monitoring and managing orders/ activities with all complexity levels for key accounts.

Essential Job Duties and Responsibilities
  • Coordinate, schedule, and manage service contracts, service tickets and billings
  • Manage and promote service contracts and make recommendations for Preventative Maintenance process improvements
  • Manage and delegate incoming leads in case management software(C4C) to responsible Customer Account Teams
  • Support Service Level Agreements for Key Accounts with prompt and superior service
  • Participate, initiate, and manage meetings with customers and sales
  • Perform all of the the duties of a CE Team Member -Standard Order Desk and CE-Complex Desk, including executing tasks of that desk when directed by management at times of overflow.
  • Create order/ ticket/ lead management reports; provide reports to the sales team, management and customer
  • Create and manage standard quotations, sales orders, and returns in SAP in a timely manner according to established goals of the Customer Experience Supervisor received via phone or electronically from internal and external customers.
  • Handle internal and external customer inquiries regarding order status, inventory availability, delivery status, and pricing
  • Job duties may encompass international transactions and requests.
  • Follow correct process to communicate with other Nordson teams to solve problems and get the information needed for an inquiry.
  • Ability to learn and use Nordson case management technology to retrieve and update status of each task assignment
  • Review case management requests to assign priority status and route to the correct customer service desk
  • Identify opportunities to enhance and improve their daily tasks
  • Base performance standards against established metrics to drive performance improvements
  • Conduct themselves in a way that fosters a positive, supportive, and professional work environment in which everyone is treated with dignity and respect
  • Performs other duties as assigned

Education and Experience Requirements

Education:
  • Associates or bachelor's degree preferred

Experience:
  • Two to four years of CSR experience preferred
  • Previous SAP experience preferred
  • Previous case/project management experience preferred


Preferred Skills and Abilities
  • Excellent written and verbal communication skills
  • Excellent Microsoft office skills
  • Excellent organization skills
  • Customer focused
  • Team Player
  • Detail Oriented
  • Analytical skills
  • Self-motivated
  • Computer literate
  • SAP system knowledge
  • Able to work under pressure
  • Relevant experience in a customer service related environment or a business environment is highly desired
  • Maintain a high degree of professionalism when dealing with customers and associates

Working Conditions and Physical Demands

Office environment. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Travel Required

None
Nordson Corporation provides equal employment opportunity to all applicants and employees. No person is to be discriminated against in any aspect of the employment relationship due to race, religion, color, sex, age, national origin, ancestry, disability, sexual orientation, gender identity, genetic information, citizenship status, marital status, pregnancy, veteran status or any other status protected by applicable federal, state, or local law. All employment offers are contingent upon successful completion of our pre-employment drug screening and background/criminal check, consistent with applicable laws.Third party recruiters and agencies should not contact employees of Nordson or its subsidiaries directly. Any resumes sent to a hiring manager or submitted to Nordson employees are considered unsolicited and property of Nordson. Nordson will not pay a placement fee unless the agency or recruiter has a signed contract with Nordson's Human Resources department in advance of submitting a candidate for consideration. Verbal and written approvals will not be considered a valid contract for service.