Contract Administrator

Peak Technologies; Littleton (MA); On-site; USD 50,000 - 70,000; Full time

Job summary

A technology solutions provider is seeking a customer support specialist to work closely with sales and customers, providing contract management and administrative support. The ideal candidate will have experience in a customer support role, be proficient in Microsoft Office, particularly Excel, and possess strong problem-solving skills. Responsibilities include customer service, managing contracts, and ensuring satisfaction through effective communication. This position demands a collaborative spirit and proactive mindset to enhance customer experiences.

Qualifications

• Minimum of 3 years' experience in a customer support environment.
• Able to actively listen and communicate effectively with customers.
• Proficient in Microsoft Office applications, particularly Excel.

Responsibilities

• Work closely with Sales and administration teams to support contracts.
• Provide responsive customer service and problem solve effectively.
• Monitor renewals and manage contract documentation.

Skills

Customer support experience

Proficient in Microsoft Office (Excel, Outlook, Word)

Effective verbal and written communication

Problem-solving abilities

Knowledge of NetSuite and WMS software

Education

Bachelor's degree or equivalent experience

Tools

NetSuite

Microsoft Office

Job description

JOB SUMMARY & SCOPE

Work closely with the Sales Team, Sales Administration Team and directly with customers to provide detailed contract management and administrative support resulting in increased customer service, customer satisfaction and excellent customer experiences.

KEY ACCOUNTABILITIES

• Provide responsive customer service while administrating sales support.
• Be a problem solver. Provide recommendations and options to help solve problems.
• Establish collaborative and positive relationships with our internal team and customers by understanding their needs.
• Demonstrate knowledge of company’s products and services. (Training will be provided.)
• Provide input to develop a system to manage new and existing maintenance contracts.
• Aid in documenting contracts and inclusion of entitlement information for quotes on renewals.
• Assist with communication to customers on serial number contract status.
• Assist with commercial outreach and notification for maintenance contract renewals.
• Monitor manufacturers’ web portals for renewals and new contract information.
• Assist in research and defining appropriate action for specific serial number (internal contract v OEM contract).
• Assist in administration estimate for contract renewals and assist in managing pricing currently in place.
• Review and reconcile contract vs. customer serial number inventory; determine outliers and investigate discrepancies.
• Assist in administration of Managed Services contracts (both internally and with partners).
• Collaborate with accounting team as needed to problem solve and provide required information required to properly account for unearned revenue on maintenance contracts.
• Stay informed on new products from sales and technical staff.
• Respond to Customer Inquiries:
  • Repair status (provide tracking # and timeline for delivery).
  • RMAs and repair requests.
  • Requests for technical support and case number generation.

EDUCATION + EXPERIENCE + KEY TRAITS

• Bachelor’s degree desired but sales/maintenance contract support experience in lieu of degree will be considered.
• Minimum of 3 years’ experience in a customer support environment is preferred.
• Proficient computer skills including Microsoft Office - Outlook, Word and most importantly, Excel.
• Experience in NetSuite, ERMA, OEM repair sites, distributor contract management sites, and WMS software applications preferred.
• High-level of communication skills - ability to communicate effectively via phone and email by utilizing active listening skills.

TYPICAL PERFORMANCE TARGETS

• SERVICE DELIVERY: Sustained, measured excellence in project & process delivery.
• COST TO SERVE: Sustained, measured excellence in delivery efficiency with expected continuous improvement.
• INNOVATION: Step changed delivery in safety, quality, and/or cost.

LANGUAGE SKILLS

• Primary language used in daily operations is English. Additional primary company languages include Spanish, French, and Dutch.
• Read and interpret documents, procedure manuals and various correspondence from both internal and external.
• Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization.

SUPERVISION

• Role does not involve supervision of direct reports.

DECISION MAKING + REASONING

• Able to take accountability and responsibility for business target delivery and decision making.