Associate I, Customer Service Job

Job Summary

The Associate, Customer Service will assist customers with RFQs, general inquiries, and PO processing. The role will involve cross-site responsibilities, including but not limited to working with cross site teams to get timely solutions and ensure an understanding of customer demand where applicable. They will be single point of contact for a given subset of customers as well as the single point of contact for the internal teams where related to this subset of customers.

Essential Job Duties and Responsibilities

* Dedicated, single point of contact between both Nordson Medical manufacturing facilities and a subset of customer accounts, both internally and externally
* Responsible for communicating all customer concerns and goals to the rest of the Contract Manufacturing departments
* Complete ownership of customer contact from PO entry to shipping communications
* Respond to customer requests, and inquiries within 1-2 business days
* Delegate technical issues to the appropriate individuals/functions.
* If the Customer Service Associate cannot answer a technical question, they are responsible for ensuring the customer is connected with the appropriate person to meet their needs
* Close collaboration with Operations, Quality and RAMs to ensure customers are supported effectively
* Known in the organization to be “the customer inside” and based on customer tier, respond to inquiries at the expected timeline to ensure accurate, timely communications
* Understand the key internal stakeholders at the Nordson Medical facilities and have the right training and tools to view all necessary information for timely responses
* Identify new component opportunities by understanding interventional technologies via collateral
* Understanding of when and where any particular part is connected to a Top Customer Account as the “end customer” and accommodates accordingly with response times, internal communications, etc. (Looping in Customer Experience Account Manager and SAM where necessary).
* Responsible for obtaining and understanding customer forecasting as applicable
* Performs other duties and responsibilities as assigned

Education and Experience Requirements

* Bachelor’s degree in a related field preferred
* 3+ years’ industry related experience in lieu of education
* 1+ years’ experience in customer service preferred

Skills and Abilities

* Collaborative team member and strong communication (written, verbal) skills
* Strong Attention to Detail

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.

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