Contracts Specialist

Rotork•Rochester, NY

11d

About The Position

The Contracts Specialist delivers intentional customer experiences by managing customer orders accurately and on time, based on quotes for standard and customized solutions. The role proactively engages with customers and works closely with sales, operations, factories, and other departments to support order fulfilment, resolve queries, and maintain customer satisfaction. It also supports opportunities to grow business with existing customers through value selling, including cross-selling.

Requirements

Typically 3 years of strong customer service experience in a relevant role and/or industry.
Experience using ERP and CRM systems.
A degree, engineering or technical qualification, or equivalent.
Proficiency in data analysis and using analytics to develop sales strategies.
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, and organized, with strong attention to detail.
Good communication skills, customer focus, strong multitasking, and effective task execution.
A proactive approach to challenges and finding solutions to customer issues.

Responsibilities

Provide exceptional customer service and maintain high levels of customer satisfaction.
Ensure data accuracy and maintain required records.
Identify opportunities for new business with existing customers, including value selling and 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 addressing enquiries.
Submit recurring status reports as required by customers.
Manage order documentation requirements and ensure approvals are in place to support delivery commitments.
Liaise and negotiate with customers, internal departments, and factories about order fulfilment and special requirements.
Work with the Quality department to investigate and resolve customer and quality complaints, managing expectations through to resolution.
Clarify delivery dates and address production or delivery delays with relevant contacts, ensuring issues are resolved and communicated to customers.