Contracts Specialist

Rotork; New York (NY); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Rotork is the market-leading global flow control and instrumentation company, helping our customers manage the flow of liquids, gases and powders across many industries worldwide. The role focuses on delivering exceptional customer service, managing orders in the MRP/ERP system, and collaborating with sales and operations to ensure timely fulfillment and customer satisfaction.

Ideal candidates will have 3 years of customer service experience, proficiency with ERP/CRM, and solid data analysis

Qualifications

• Strong customer service experience, typically 3 years in a relevant role/industry.
• Experience in using ERP and CRM Systems.
• Degree or Engineering/Technical Qualification (or equivalent).
• Proficiency in data analysis and leveraging analytics for sales strategy development.
• Proficient in Microsoft Office with the ability to quickly learn and utilize business software.

Responsibilities

• Provide exceptional levels of customer service and ensure high customer satisfaction at all times.
• Ensure data input integrity and maintain records as required.
• Maximize opportunities for new business with existing customers (value selling, cross selling).
• Respond to all customer queries professionally and accurately within agreed timescales.
• Use existing procedures and policies to solve routine problems.
• Manage customer orders in the MRP/ERP system, including changes and inquiries.
• Submit status reports on a recurring basis as required by the customer.
• Maintain documentation for orders to support delivery commitments.
• Liaise with customers and internal teams regarding order fulfilment or special requirements.
• Work with Quality to resolve customer and quality complaints and communicate resolutions.
• Clarify delivery dates and address production/delivery delays with relevant contacts.

Skills

Customer service

ERP/CRM proficiency

Data analysis

MS Office proficiency

Education

Engineering/technical degree

Tools

ERP Systems

CRM Systems

Business software

Job description

Responsible fordeliveringgreatintentional customer experiences. Key responsibilities includeensuringorders are managed inatimelyandaccuratemanner based onquotes forboth standard and customized solutionsbypro-activelyengaging with customers,working closely withthe sales teamand alsooperations teams. This role alsohandles a range of other customer queries, ensuring customer satisfaction by collaborating with other departments and pro-actively addressing any issues.

Key Responsibilities and Outcomes:

• Provide exceptional levels of customer service and ensurehigh levelsof customer satisfaction at all times.
• Ensuretheintegrityof any data input andmaintainsrecords asrequired.
• Maximize opportunities for new business with existing customers (through opportunities for value sellingincluding cross selling).
• Respondprofessionally andaccurately to allothercustomer queries within agreed timescales.
• Use existing proceduresand policiesto solve routine or standard problems.
• Manage customer orders within the company's MaterialRequirementsPlanning(MRP)system, including processing changes and addressing any customerenquiries.
• Managestatus reportsubmittalson a recurring basis as required by the customer.
• Manage documentation requirements of orderswhenneededto ensure approvals are in place to support Rotork delivery commitment.
• Liaise and negotiate with customers,internal departmentsand Factoryregardingorder fulfilmentorspecial requirements.
• Work with the Quality department to resolve and investigate customerandquality complaints, ensuring customer expectations are managed through to resolution.
• Clarifies delivery dates and addresses delays in production and delivery with relevant contact points, ensuring issues are resolvedand communicated to the customer as needed.

Experience Requirements:

• Strong Customer Service experience with typically 3 years’ experience in a relevant role and/or industry
• Experience in using ERP and CRM Systems
• Degree or Engineering/Technical Qualification (or equivalent)
• Proficiency in data analysis and leveraging analytics for sales strategy development
• Proficient in Microsoft Office with the ability to quickly learn & utilize business software and internal programs

The Successful Candidate:

• Ability to interact with customers on routine basis and must demonstrate a high level of Customer Service.
• Must be thorough, accurate, and organized, with a strong attention to detail.
• Good communication skills, customer focused, strong multitasker and good at executing tasks
• Proactive approach to challenges in order to find solutions to customer issues

#HP #LI-Hybrid

Rotork is the market-leading global flow control and instrumentation company, helping our customers manage the flow of liquids, gases and powders across many industries worldwide.
Our purpose is Keeping the World Flowing for Future Generations.
For over sixty years, the world has relied on us to create the things that keep everything moving. From oil and gas to water and shipping, pharmaceuticals and food- these are the flows on which our modern world depends.
Today we're respected and admired for our people, performance and products. Our success flows from our commitment to engineering excellence, and that's what we will always pursue, safely and sustainably.
Rotork is going through an exciting period of change and growth, building on our existing market success. It's a great time to join us and make an impact in shaping the future of our business.