Customer Service Associate

4 dagen geleden

Maastricht, Limburg, Nederland Nordson Voltijd
Job Summary

We are seeking a highly skilled Customer Service Associate to join our team at Nordson. As a key member of our sales support team, you will be responsible for providing exceptional customer service and support to our customers in the assigned region.

Key Responsibilities

- Provide commercial support to PA Field Service Technicians and PA Sales Specialists in assigned regions to help customer opportunities, create, submit, and track quotations, maintenance contracts, and installations.
- Invoicing services and spare parts based on service reports.
- Monitor service/parts orders and resolve customer complaints (missing parts, incorrect shipments, etc.) if needed.
- Responsible for PA customer account management (tele-sales).
- Report all activities and customer data in the CRM (C4C) system to ensure complete transparency.
- Keep the C4C database updated and work with the C4C ticketing system, including the invoicing of C4C service agreements.
- Identify opportunities for maintenance contracts by proactively analyzing customer data in C4C to be shared with the relevant team.
- Coordinate repair orders of our hot melt systems with our Nordson workshops in the Netherlands and Germany.
- Support the PA management team by analyzing results (hit-rates, campaign successes, etc.) and creating reports on a regular basis.
- Identify sales potential (spare parts, services, repair, rebuild) and trade-in potential by proactively analyzing customer data in C4C to be shared with the relevant team.
- Interfacing with Aftermarket and Sales teams and PA EMEA Customer Project Engineers to maximize the opportunity for sales, spare parts, and maintenance contracts.
- Advising on new markets, changes in existing markets, competitor activities (prices and product changes), and needs for new or redesigned Nordson hardware.
- Generate working relationships with adhesive suppliers and partners.
- Initiate and coordinate development of action plans to drive profitable growth.
- Collaboration and consultation on exhibitions, open-houses, sales meetings, and similar events.

Requirements

- At minimum an Associate's Degree in a commercial discipline or equivalent and ideally longstanding (>5-10 years) of practical experience as an Associate in Sales.
- Customer- and service orientation.
- Computer skills and ERP knowledge (SAP/C4C).
- Ability to quickly respond and process all customer requests.
- Good all-round experience in customer & account management through the use of remote working methods & tools.
- Ideally 5+ years of experience in customer service for technical industries.
- Experience & proven track record with managing customers via telephone, email, & social media.
- Good written and verbal communication skills (Local language & English).
- Independent way of working and solution-oriented thinking.
- Very good organizational skills.
- Willingness to take responsibility.
- Resilience and flexibility.
- Very good ability to work in a team.

About Nordson

Nordson is a leading global provider of advanced materials processing and dispensing solutions that help customers achieve their goals in various industries.

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