Contracts Specialist

Rotork•Rochester, NY

12d•$26 - $34•Hybrid

About The Position

The Contracts Specialist delivers intentional customer experiences by managing orders accurately and on time against quotes for standard and customized solutions. The role proactively engages with customers and works closely with sales, operations, and other departments to address customer queries, resolve issues, and support customer satisfaction. It also supports existing-customer business growth through value selling, including cross-selling. The position manages orders in the company’s Material Requirements Planning (MRP) system, maintains accurate data and records, handles order changes and documentation, and submits recurring status reports as required. The Contracts Specialist liaises and negotiates with customers, internal departments, and the Factory regarding fulfillment and special requirements. The role also collaborates with Quality to investigate and resolve customer and quality complaints, clarifies delivery dates, and communicates and addresses production or delivery delays.

Requirements

Strong customer service experience, typically three years in a relevant role and/or industry.
Experience using ERP and CRM systems.
A degree or engineering/technical qualification, or equivalent.
Proficiency in data analysis and using analytics for sales strategy development.
Proficiency in Microsoft Office and ability to learn and use business software and internal programs quickly.
Ability to interact with customers routinely and demonstrate a high level of customer service.
Thorough, accurate, organized work style with strong attention to detail.
Good communication skills, a customer-focused approach, strong multitasking ability, and effective task execution.
Proactive approach to challenges and finding solutions to customer issues.

Responsibilities

Provide exceptional customer service and maintain high levels of customer satisfaction.
Ensure data integrity and maintain required records.
Identify opportunities for new business with existing customers through value selling, including cross-selling.
Respond professionally and accurately to customer queries within agreed timescales.
Use established procedures and policies to resolve routine or standard problems.
Manage customer orders in the company’s Material Requirements Planning (MRP) system, including processing changes and responding to related enquiries.
Submit recurring customer status reports as required.
Manage order documentation requirements and ensure approvals are in place to support delivery commitments.
Liaise and negotiate with customers, internal departments, and the Factory regarding order fulfillment and special requirements.
Work with the Quality department to investigate and resolve customer and quality complaints, managing customer expectations through resolution.
Clarify delivery dates and address production or delivery delays with relevant contacts, resolving issues and communicating updates to customers as needed.