JOB DESCRIPTION

Overview
Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA Safety is the perfect fit for your career.
At MSA, SAFETY is who we are AND it is what we do. We are a purpose-driven company committed to deploying innovation and technology to deliver on our Mission to help protect people and assets all around the world. We continue to be relentless in our pursuit of solving our customers greatest problems so they can go home safe each and every day.
Are you in? Read on for more details about this particular role.

Responsibilities

• Overseeing Field Service Orders
• Centralized Communication: Use a centralized communication (phone, email and reporting) platform(s) to keep all stakeholders informed.
• Regular Check-ins: Schedule regular check-ins with technicians to address any inquiries or changes promptly.
• Customer Feedback: Implement a system to gather customer feedback to continuously improve the service experience.
• Provides customer support and administration for orders.
• Performs invoicing for key end users and channel partners to ensure top quality service. Which includes entering orders on SAP system for training which includes quotations, order entry, internal order assignment, delivery, picking, posting and invoicing.
• Acts as back-up for other training coordinators as required.
• Requests or edits customer account information through CRM.
• Updates SOPs
• Documentation: Maintain detailed documentation of all SOPs and software processes for easy reference. Keeping us ISO compliant.
• Reviewing Pricing, Discounts, and Territories
• Regular Updates: Keep pricing and discount information up to date.
• Ensure customers are aware of price increases.
• Reviewing Customer Purchase Agreements and Contracts
• Ensures contracts are reviewed by legal and act as a liaison for the customer.
• Help to evaluate the use of Salesforce for leads, customer issues, and opportunities.

Prepare/produce reports as requested based on sales, inventory, and past data.

• Provides management reports as requested.
• Follows-up with key customers due for recertification or calibration needs.

Qualifications

Required Education and Experience:

• Level one: High School Diplom and 3 years of experience working in service, support, or customer service.
• Level two: Associates Degree and 5 years of experience working in service, support, or customer service.
• Level three: 8 or more years’ experience of working in service, support, or customer service.
• SAP experience.
• Understanding of registration software or LMS systems.
• Proficient with Microsoft software such as Word, Excel, and Power Point.
• Ability to multi-task in a fast-paced environment managing multiple priorities and customer issues.
• Ability to manage cross functional teams.
• Excellent customer service and communications skills.
• Experience leading, coaching, and mentoring.

MSA is committed to the principles of equal employment opportunity and to providing a workplace that is free from unlawful discrimination. As such, it is MSA’s policy not to discriminate against any employee or applicant for employment on the basis of the person’s age, color, creed, disability, ethnicity, race, religion, gender, marital status, sex, sexual orientation, gender identity, national origin, citizenship status, veteran’s status, genetic information, political affiliation, disabling condition, or any other category protected by applicable federal, state, or local law. MSA also makes reasonable accommodations for individuals with disabilities who are otherwise qualified to perform a job unless such accommodations would impose an undue hardship. If you are an individual with a disability and need an accommodation to assist you in navigating this career site, let us know. For US applicants, know your rights, click here.
Equal Employment Opportunity Employer
Affirmative Action Employer - Individuals with Disabilities/Protected Veterans
How do I know if a job opening that lists MSA is legitimate or is fraudulent? MSA posts its legitimate job openings to this MSA Career Center. MSA will only make job offers after a formal interview has been completed. All electronic communications related to openings and offers will come from email addresses with the domain @msasafety.com or @talent.icims.eu. Significantly, MSA would never ask for your financial information or social security number as part of the interview and pre-offer process.
MSA has been told that there are fraudulent job posting on the internet that use the names of large corporations, including MSA, and that request personal or sensitive information from individuals who respond. Please be cautious and check any MSA job posting on this MSA Career Center to confirm it is legitimate. MSA is not responsible for any fraudulent activity that could arise from these sorts of schemes

• Overseeing Field Service Orders
• Centralized Communication: Use a centralized communication (phone, email and reporting) platform(s) to keep all stakeholders informed.
• Regular Check-ins: Schedule regular check-ins with technicians to address any inquiries or changes promptly.
• Customer Feedback: Implement a system to gather customer feedback to continuously improve the service experience.
• Provides customer support and administration for orders.
• Performs invoicing for key end users and channel partners to ensure top quality service. Which includes entering orders on SAP system for training which includes quotations, order entry, internal order assignment, delivery, picking, posting and invoicing.
• Acts as back-up for other training coordinators as required.
• Requests or edits customer account information through CRM.
• Updates SOPs
• Documentation: Maintain detailed documentation of all SOPs and software processes for easy reference. Keeping us ISO compliant.
• Reviewing Pricing, Discounts, and Territories
• Regular Updates: Keep pricing and discount information up to date.
• Ensure customers are aware of price increases.
• Reviewing Customer Purchase Agreements and Contracts
• Ensures contracts are reviewed by legal and act as a liaison for the customer.
• Help to evaluate the use of Salesforce for leads, customer issues, and opportunities