Customer Experience Team Member

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Nordson Industrial Coating Systems (ICS) designs equipment our global customers rely on for the precise application and curing of liquid paint, powder finishes, container barrier coatings and ambient temperature adhesives and sealants. Production lines work smarter with custom engineered robotic solutions from Nordson Industrial Coating Systems.

Job Summary

The “Customer Experience Team Member” 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.

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.
• 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

Education and Experience Requirements

Education:

• Associates or bachelor's degree preferred

Experience:

• Two to four years of CSR experience preferred
• Previous SAP experience preferred
• Previous case management system experience 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

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

Minimal

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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.Third party recruiters and agencies should not contact employees of Nordson or its subsidiaries directly. Any resumes sent to a hiring manager or submitted to Nordson employees are considered unsolicited and property of Nordson. Nordson will not pay a placement fee unless the agency or recruiter has a signed contract with Nordson's Human Resources department in advance of submitting a candidate for consideration. Verbal and written approvals will not be considered a valid contract for service.