QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Associate degree in a technical or business discipline or equivalent experience.
• Work experience is a minimum of 2 years in a sales, sales support, or customer service role.
• Possesses in-depth knowledge of ERP systems, workflows, and processes, with a strong emphasis on SAP, specifically SAP S/4HANA Cloud version.
• Background in manufacturing or packaging industries is desirable.
• Excellent communication skills are required, both written and oral.
• Strong follow-up skills
• Strong interpersonal skills
• Strong team management skills
• Strong organizational skills
• Superior problem-solving skills
• Effective planning and prioritization skills
• Foster energetic attitude within team
• Ability to energize group to work more efficiently and perform under pressure

PURPOSE

Oversee Account Specialist’s and Customer Service Representative roles in handling all customer requests from initial questions, order follow-through, and the expeditious handling of quality / technical issues that arise from customers using NTIC’s products.

POSITION RESPONSIBILITIES

• Coordinate and oversee the daily activities of Account Specialists and Customer Service Reps.
• Provide backup support to Account Specialists and Customer Service Representatives, serving as the primary point of contact for Sales Department inquiries.
• Manage escalated customer concerns.
• Facilitate communication and collaboration between customer service and internal departments.
• Oversee the status of pending, issue-related, or partially fulfilled orders in SAP.
• Supports the company’s ISO team and actively participates in annual audits
• Supports the company’s SOX audits by supplying accurate documentation and evidence of compliance to auditors.
• Provide product support to customers; escalate to technical support as needed for customer issue resolution.
• Process sales orders in SAP System from inbound customers ensuring proper lead times, customer information, and special instructions. Provide information on product availability and pricing, shipment tracking, updated order status and delivery information.
• Report, research and start a Customer Service Action (CSA) for problems and complaints received from customers.
• Process Return Material Authorizations (RMAs) in accordance with company policy and follow up on pending returns.