Nordson Product Assembly, a global leader in Product Assembly, is seeking an experienced and highly motivated individual to join our team. We are committed to creating a diverse and inclusive workplace, and we are looking for candidates who share that same commitment.

Summary of the role

As a member of our team, you will have the opportunity to work in a dynamic and collaborative environment, where your ideas and contributions will be valued and respected.

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 with the focus on Key accounts.

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

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:

• 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

Preferred Skills and Abilities

• Excellent written and verbal communcation 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

Interested?

If you are interested in being a part of a team and creating an inclusive and diverse workplace, please apply online with your CV.

About Nordson Product Assembly

Nordson Product Assembly is the leader in precision dispensing, fluid management, and related technologies. We serve the Product Assembly end market to improve production efficiency and product quality for a variety of product manufacturing processes. By joining our team today, you will help us bring innovative ideas to life. Nordson Product Assembly is a global team that works to create adhesive dispensing solutions that deliver precise and reliable application while optimizing material use and lowering production costs for markets like appliances, automotive & e-mobility, bookbinding, electronics, filter manufacturing, paper, wood, construction and many more. We offer a supportive culture in a growing and dynamic work environment. Whether you're just beginning your career or you're a seasoned professional, there's a place for you to belong at Nordson Product Assembly. We offer hourly and salary positions in production, maintenance, customer service, quality, engineering, and more. We actively invest in our teams to help you build your skillsets and advance your career.