Associate II, Customer Service

Nordson • Duluth, GA

185d

About The Position

Nordson Packaging, a global leader in Packaging, 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. 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. The Customer Service Associate II position 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 IPS.

Requirements

• Education: Associates or bachelor's degree preferred.
• Experience: Two (required) to four years of CSR experience preferred.
• Previous SAP experience preferred.
• Previous case management system experience preferred.
• Bilingual: English/Spanish speaking preferred.
• Excel and Power Point preferred.

Nice To Haves

• Good written and verbal communication skills.
• Good organization skills.
• Good time management 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.

Responsibilities

• Create and manage standard quotations, sales orders, and returns in SAP in a timely manner according to established goals.
• Handle internal and external customer inquiries regarding order status, inventory availability, delivery status, and pricing.
• Follow correct process to communicate with other Nordson teams to solve problems and get the information needed for an inquiry.
• Manage all eNordson requests and EDI transactions for key accounts.
• Resolve issues or escalations involving expedite requests, complaint handling, warranty returns, credit/debit, EDI, portal, eNordson for key accounts.
• Create order management reports; provide reports to the sales team, management and customer.
• Provide direct support to the associated sales team and Customers for all inquiries.
• Manage on time shipments.
• Provide part quotes to customers and the field sales team.
• Be a resource and assist the field sales team to follow up on customer requests around an order or product information.
• Maintain detailed knowledge of Nordson products, prices, policies, and procedures.
• Provide basic technical assistance for core products to assigned customers.
• Involve technical service team when request is for specialty products.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Machinery Manufacturing
• Education Level: Associate degree