Technical Contracts & Customer Support Specialist

Pelican Products; Deerfield (MA); On-site; USD 52,000 - 64,000; Full time

Benefits offered by this job

401k with immediate match

Health Savings Account Contribution

Paid time off

Job summary

Pelican Products is hiring a Technical Customer Service & Contracts Administrator in South Deerfield, MA. You’ll own customer requests from initial contact through order fulfillment, coordinating with Engineering, Design, Estimating, Sales, and Operations to ensure accurate information and commitments.

You’ll prepare quotations, manage standard and custom orders in SAP, interpret CAD drawings, and maintain data in SAP and Salesforce.

Qualifications

• Associate degree preferred or 2 years in customer service, sales support, or office experience.
• Experience supporting customers through quoting, order processing, fulfillment, and issue resolution.
• Strong customer service skills with ownership from request to completion.
• Ability to read and interpret CAD drawings.
• Experience with SAP and Salesforce; strong Microsoft Office skills.

Responsibilities

• Own customer requests from initial contact through order fulfillment.
• Prepare quotations and provide accurate information on products, pricing, availability, lead times, and order status.
• Process standard, custom, and design-related customer orders accurately in SAP.
• Coordinate technical and custom product requirements with Engineering, Design, Estimating, Sales, and Operations.
• Review and interpret CAD drawings to coordinate customer-specific product requirements.
• Monitor open orders and backlogs, communicate status, and resolve delays with cross-functional teams.
• Serve as central contact for customers, ensuring timely follow-up of questions and requests.
• Support customers with product selection, testing information, drawings, and samples.
• Coordinate returns, RMAs, credits, debits, and other account requests.
• Maintain accurate customer, order, opportunity, and account information in SAP, Salesforce, and related systems.
• Partner with Sales to identify needs and opportunities for retention and growth.
• Assist Finance with credits/debits, rebates, and invoice-related issues.
• Enter and track NCRs, CRM support tickets, customer complaints, and compliments for Quality initiatives.
• Provide trade show support, including samples and literature coordination.
• Support team training, peer reviews, and continuous improvement activities.

Skills

Customer service

Quoting

Order processing

Attention to detail

Communication skills

Education

Associate degree in Business or related field

Tools

SAP

Salesforce

Microsoft Office

Job description

Pelican Products is hiring a Technical Customer Service & Contracts Administrator in South Deerfield, MA. You’ll own customer requests from initial contact through order fulfillment, coordinating with Engineering, Design, Estimating, Sales, and Operations to ensure accurate information and commitments.

You’ll prepare quotations, manage standard and custom orders in SAP, interpret CAD drawings, and maintain data in SAP and Salesforce.