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 – Preventative Maintenance Program and Scheduling Coordinator” position, the employee is responsible for managing and uploading customer contracts, coordinating between sales, customers, and field service technicians for scheduling annual Preventative Maintenance visits, as well as training sessions for customers with the Preventative Maintenance team. Additionally, the role involves processing billing information, managing C4C tickets, and initiating process improvements. Employees in this role are expected to be proficient in entering, monitoring, managing and analyzing PM contract data received. This position includes processing inbound requests initiated via phone or electronically from internal and external customers for quotes, orders, and other inquiries.

Essential Job Duties and Responsibilities

• Coordinate, schedule, and manage Preventative Maintenance contracts, service tickets, orders and billings
• Create and maintain scheduled customer visits for Preventative Maintenance team in C4C calendar
• Upload and manage customer contracts efficiently and accurately in C4C
• Manage and promote service contracts and make recommendations for Preventative Maintenance process improvements
• Schedule and manage tailgate and consignment orders for FST and customers
• Support and coordinate customer compliance portal updates with other Nordson teams, sales and customers
• Participate, Initiate and manage meetings with customers and sales
• Perform all 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.
• Analyze preventative maintenance contracts, related orders and provide reports to the sales team and management
• 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
• 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:

• Associate or Bachelor’s degree preferred

Experience:

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

Preferred Skills and Abilities

• Excellent written and verbal communication skills
• Excellent Microsoft office skills
• Excellent organization and multitasking skills
• Ability to identify and implement process improvements.
• Familiarity with customer relationship management (CRM) systems, particularly C4C
• 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.

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.