Customer Support Specialist

Nordson Corporation

Huntington Beach,CA

12/8/2019

Job SummaryThe Customer Support Specialist is responsible for the management of the ongoing relationship with customers to provide the highest level of customer service. This position relies on a high level of interaction between customers, engineering, supply chain, and operations to ensure customer needs are being met and a high level of integration between all parties involved.Essential Job Duties and Responsibilities* Act as the primary point of contact between customer and the business.* Provide quotations for existing products to customers as requested.* Coordinate the creation and delivery formal proposals to customers relating to development projects. Work with external sales reps and Engineering to translate new opportunities into project proposals.* Coordinate and communicate with, Engineering, Operations, QA/RA, Finance, and Senior Management on development project timelines. Ensure that changes to requirements are captured with modifications to the project quotation.* Monitor development program progress and ensure timely billing of NRE/Prototypes based on achieving defined program deliverables.* Manage the communication of delivery schedules and recovery plans between Operations and the customer.* Manage the prioritization of deliveries within and across various customers.* Ensure customer issue and complaints are being handled within the organization in a timely manner and to the customer's expectations. Manage return of goods as required.* Generate revenue forecasts for based on customer input, market data, and other available sources. On a regular basis provide analysis and commentary relating to variances from forecast.* Conduct analysis of customer sales and provide recommendations on actions to improve customer satisfaction, share, and profitability.* Manage accounts and provide necessary follow-up to expedite orders and resolve problems involving payments, delivery, and product performance.* Maintain database of key customer contacts and ensure that customer call frequency per guidelines are met.* Work with customer to understand change requests and work internally with Engineering and Production to understand impact. Prepare quotations to reflect changes. Manage revision on existing orders as required.* Maintain regular reports of key customer status to communicate customer health, issues, concerns actions.* Performs other duties as assigned by immediate supervisorEducation and Experience Requirements* Minimum of Bachelor s degree required. Technical background strongly preferred* Experience working in Medical Device industry highly preferred.* Minimum of four years' experience working in customer support or sales role.* Demonstrated experience in supporting complex sales processes preferred.Skills and Abilities* Proficient with Microsoft Word, Excel, Power Point, Microsoft Project, etc.* Ability to work within ERP systems to enter, track, and review orders and status.* Ability to communicate effectively, verbally and in writing, with a broad spectrum of people having varying backgrounds, education, and experience.* Strong technical skills with the ability to understand key technical attributes and limitations of a products. Must be able to communicate well with engineers regarding technical topics.* Must have a high degree of initiative and the ability to multi-task.* Ability to work independently* Demonstrated ability to work effectively in a cross functional team environment. Ability to achieve results from others without direct responsibility.* High level of organization, attention to detail and accuracyWorking Conditions and Physical DemandsTo 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.Travel RequiredEstimated 15%Nordson Corporation provides equal employment opportunity to all applicants and employees. No person is to be discriminated against in any aspect of the employment relationship due to race, religion, color, sex, age, national origin, ancestry, disability, sexual orientation, gender identity, genetic information, citizenship status, marital status, pregnancy, veteran status or any other status protected by applicable federal, state, or local law.All employment offers are contingent upon successful completion of our pre-employment drug screening and background/criminal check, consistent with applicable laws.

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