Associate II, Customer Service (International Customer Support Representative)

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

In the “Order-to-Cash, Customer Service – International” role, the employee will manage all aspects of international customer orders sold in the United States and received from designated country of assignment. Employees in this role are expected to be proficient in entering and monitoring orders to international countries. This role must also have good knowledge of how to perform the duties of standard order, complex order, and phone services desks in order to route information efficiently throughout the OTC organization. 

Essential Job Duties and Responsibilities

• Create and manage international sales orders in SAP in a timely manner according to established goals of the Internatioal Supervisor received via any method from internal and external customers.
• Review and enter inbound email/fax orders from international customers for processing
• Manage all eNordson and EDI for international accounts
• Resolve and coordinate potential escalations involving international warranty, credit/debit, EDI, portal, eNordson intermational account order issues.
• Ability to learn and use Nordson case management technology to retrieve and update status of each task assignment
• Handle internal and external customer inquiries of inventory stock, price, and delivery status.
• Process international order expedite requests, complaint handling, returns, and credits/debits
• Execute and monitor requests to pricing managers, material master teams, and customer master teams through pre-defined process within Nordson
• Conduct themselves in a way that fosters a positive, supportive, and professional work environment in which everyone is treated with dignity and respect
• Identify opportunities to enhance and improve their daily tasks
• Performs other duties as assigned
• Base performance standards against established metrics to drive performance improvements

Education and Experience Requirements

Education:

• Associates degree preferred or equivalent work experience with international customer service is required.

Experience:

• Three to five years CSR experience preferred
• SAP experience preferred

Preferred Skills and Abilities

• Excellent analytical skills
• Maintain a high degree of professionalism when dealing with customers and associates
• Excellent verbal communication skills
• Excellent organization skills
• Good time management skills
• Customer focused
• Team Player
• Accurate
• Self-motivated
• Computer literate
• SAP system knowledge
• Able to work under pressure
• Have a strong desire “to deliver on time”
• Have a hands on and “let’s get it done” attitude

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

None

Interested?

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.

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