Contracts Specialist

Rotork•Houston, NY

14h•Hybrid

About The Position

Responsible for delivering great intentional customer experiences. Key responsibilities include ensuring orders are managed in a timely and accurate manner based on quotes for both standard and customized solutions by pro-actively engaging with customers, working closely with the sales team and also operations teams. This role also handles a range of other customer queries, ensuring customer satisfaction by collaborating with other departments and pro-actively addressing any issues.

Requirements

Strong Customer Service experience with typically 3 years’ experience in a relevant role and/or industry
Experience in using ERP and CRM Systems
Degree or Engineering/Technical Qualification (or equivalent)
Proficiency in data analysis and leveraging analytics for sales strategy development
Proficient in Microsoft Office with the ability to quickly learn & utilize business software and internal programs
Ability to interact with customers on routine basis and must demonstrate a high level of Customer Service.
Must be thorough, accurate, and organized, with a strong attention to detail.
Good communication skills, customer focused, strong multitasker and good at executing tasks
Proactive approach to challenges in order to find solutions to customer issues

Responsibilities

Provide exceptional levels of customer service and ensure high levels of customer satisfaction at all times.
Ensure the integrity of any data input and maintains records as required.
Maximize opportunities for new business with existing customers (through opportunities for value selling including cross selling).
Respond professionally and accurately to all other customer queries within agreed timescales.
Use existing procedures and policies to solve routine or standard problems.
Manage customer orders within the company's Material Requirements Planning (MRP) system, including processing changes and addressing any customer enquiries.
Manage status report submittals on a recurring basis as required by the customer.
Manage documentation requirements of orders when needed to ensure approvals are in place to support Rotork delivery commitment.
Liaise and negotiate with customers, internal departments and Factory regarding order fulfilment or special requirements.
Work with the Quality department to resolve and investigate customer and quality complaints, ensuring customer expectations are managed through to resolution.
Clarifies delivery dates and addresses delays in production and delivery with relevant contact points, ensuring issues are resolved and communicated to the customer as needed.