Associate II, Customer Service

Nordson Packaging

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.

Summary of the Role

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.

Job Summary

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.

Essential Job Duties and Responsibilities

• Create and manage standard quotations, sales orders, and returns in SAP in a timely manner according to established goals of the Customer Experience Supervisor received via phone or electronically from internal and external customers.
• Handle internal and external customer inquiries regarding order status, inventory availability, delivery status, and pricing
• Job duties may encompass international transactions and requests.
• 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
• Maintains detailed knowledge of Nordson products, prices, policies, and procedures; knows which Nordson products can be most advantageously used with all applications
• Provides basic technical assistance for core products to assigned customers. This includes part numbers, basic troubleshooting, and service support. Involve technical service team when request is for specialty products
• Ability to 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 in which everyone is treated with dignity and respect
• Performs other duties as assigned; assignments and schedule may be changed at any time.

Education and Experience 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

Preferred Skills and Abilities

• 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

Working Conditions and Physical Demands

Position is in the Duluth Office Monday-Friday. Office environment. To 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 Required: None

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, disability, citizenship status, marital status, veteran status, or any other reason prohibited by law. All employment offers are contingent upon successful completion of our pre-employment drug screening and background/criminal check, consistent with applicable laws.

If you are interested in being a part of a team and creating an inclusive and diverse workplace, please apply online with your CV. About Nordson Packaging Nordson Packaging is the leader in precision dispensing, fluid management, and related technologies. We serve the Packaging end market to improve production efficiency and product quality for a variety of packaging manufacturing processes. By joining our team today, you will help us bring innovative ideas to life. Nordson Packaging is a global team that works to create technology that helps efficiently apply adhesives to meet both form and function for a wide variety of packaging applications like tankless technology, self-diagnostic and intuitive touch-screen controls, auto-fill technology, clean-cutoff and self-cleaning applicators, and pattern generation controls. We offer a supportive culture in a growing and dynamic work environment. Whether you're just beginning your career or you're a seasoned professional, there's a place for you to belong at Nordson Packaging. We offer hourly and salary positions in production, maintenance, customer service, quality, engineering, and more. We actively invest in our teams to help you build your skillsets and advance your career.