Customer Service Associate

Nordson Corporation; Dayton (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

Nordson Corporation in Dayton, OH is seeking a customer service professional to manage customer accounts and inquiries related to global orders, deliveries, pricing, and service issues. You will support the full order lifecycle from entry to invoicing, coordinate shipping and returns, and communicate with global plants and logistics teams to resolve order-related issues.

This role emphasizes accuracy, documentation, and timely problem resolution.

Responsibilities

• Manage customer accounts and inquiries related to global orders, deliveries, pricing, and service issues
• Support the full order lifecycle, including order entry, order changes, lead times, production status, shipping coordination, and invoicing
• Communicate with global manufacturing plants, planners, and logistics teams to resolve order-related issues
• Handle moderately complex issues such as backorders, partial shipments, delivery delays, and product substitutions
• Assist with aftermarket support, including returns, warranty claims, and RMA coordination
• Support international shipments by coordinating required documentation and following established export and trade compliance procedures
• Accurately document customer interactions, transactions, and resolutions in ERP and CRM systems
• Escalate complex, high-risk, or urgent issues to senior team members or leadership as appropriate
• Adhere to global customer service processes, policies, and service-level expectations
• Contribute to continuous improvement efforts by identifying recurring issues and process gaps

Job description

• Manage customer accounts and inquiries related to global orders, deliveries, pricing, and service issues
• Support the full order lifecycle, including order entry, order changes, lead times, production status, shipping coordination, and invoicing
• Communicate with global manufacturing plants, planners, and logistics teams to resolve order-related issues
• Handle moderately complex issues such as backorders, partial shipments, delivery delays, and product substitutions
• Assist with aftermarket support, including returns, warranty claims, and RMA coordination
• Support international shipments by coordinating required documentation and following established export and trade compliance procedures
• Accurately document customer interactions, transactions, and resolutions in ERP and CRM systems
• Escalate complex, high-risk, or urgent issues to senior team members or leadership as appropriate
• Adhere to global customer service processes, policies, and service-level expectations
• Contribute to continuous improvement efforts by identifying recurring issues and process gaps