Technical Customer Service & Contracts Administrator

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

We're Hiring: Technical Customer Service & Contracts Administrator

Location: South Deerfield, MA Company: Pelican Products

Who We Are

At Pelican, we engineer products that stand up to the world's toughest conditions-because the people who rely on us do too. For nearly 50 years, we've been a trusted partner for military personnel, first responders, outdoor adventurers, and innovators who push the limits.

With a global presence that includes 11 offices, 4 manufacturing facilities, and 4 custom case centers, we create high-performance protective solutions that ensure our customers can focus on what matters most. Whether it's transporting critical medical supplies, securing mission-essential equipment, or keeping expedition gear safe, Pelican products are Built to Protect to Equip for the Mission.

At Pelican, your work has a real-world impact. You'll be part of a team driven by innovation, craftsmanship, and the shared belief that when the mission is critical, failure isn't an option. If you're ready to build something that makes a difference, be part of a team that protects what matters most.

What You'll Do

You’ll own customer requests from initial contact through order fulfillment. Your role will combine customer service, technical coordination, quoting, order management, and account support to ensure customers receive accurate information and commitments.

• Manage dealer and end-user requests from initial inquiry through quotation, order fulfillment, and shipment.
• Prepare customer 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 help coordinate customer-specific product requirements.
• Monitor open orders and backlogs, proactively communicate status, and work across departments to resolve delays or order issues.
• Serve as a central point of contact for customers, ensuring questions and requests receive timely follow-up.
• Support customers with product selection, product testing information, engineering drawings, and samples.
• Coordinate returns, RMAs, credits, debits, and other customer account requests.
• Maintain accurate customer, order, opportunity, and account information within SAP, Salesforce, and related systems.
• Partner with Sales to identify customer needs and opportunities that support account retention and growth.
• Assist Finance with credit and debit memos, commission administration, rebate reporting, and account-related issues.
• Enter and track NCRs, CRM support tickets, customer complaints, and compliments to support Quality initiatives.
• Provide trade show support, including coordination of samples and literature, as needed.
• Support team training, peer reviews, and continuous improvement activities.

What We're Looking For

• Associate degree in Business or a related field preferred, or at least 2 years of relevant customer service, sales support, account support, or office experience.
• Experience supporting customers through quoting, order processing, fulfillment, and issue resolution.
• Strong customer service skills with the ability to take ownership of requests through completion.
• Ability to read and interpret CAD drawings.
• Experience with SAP and Salesforce.
• Strong Microsoft Office skills.
• Strong written and verbal communication skills.
• Attention to detail when managing quotations, technical requirements, pricing, orders, and customer information.
• Ability to manage multiple priorities and deadlines.
• Ability to work closely with Sales, Engineering, Operations, Finance, and other departments.

What's In It For You

Join a company that truly values its employees! We offer a relaxed and casual work environment, a strong commitment to giving back to communities, and a focus on employee satisfaction. With regular opportunities to share feedback with leadership and structured performance evaluations, we ensure that your voice is heard and your growth is supported.

• Competitive paid time off plans / Holiday pay /extra vacation purchase opportunities
• 401k plan - with immediate match
• Great Benefits - several options including Pet insurance for our animal lovers.
• Health Savings Account Contribution
• Wellness Discount Program
• Global Mental Wellness Program
• Quarterly Employee Celebration Days
• Peer to Peer Recognition Program
• Service Recognition Program
• Amazing employee discount program on Pelican Products, Pelican branded apparel and gear
• Employee referral program - get paid to work with your trusted network.
• Beautiful New England location
• Onsite Gym
• Established reputable brand offering premium products - you'll be proud to represent Pelican!
• And more...

ITAR Compliance Notice:

This position is located at a facility that is subject to the International Traffic in Arms Regulations (ITAR). In order to comply with these government regulations, applicants must be a U.S. Person as defined by ITAR (22 CFR *120.15). A U.S. Person includes a U.S. citizen, lawful permanent resident (Green Card holder), or individual granted asylum or refugee status in the United States.

Compensation & Benefits

Our compensation reflects the cost of labor across severalU.S. geographic markets. Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The annual U.S. pay range for this positionis listed below. Paywithin this range varies by work locationand may also depend on your qualifications, job-related knowledge, skills,and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process. We also offer a comprehensive package of benefits, including paid time off, 10 paid holidays per year, medical/dental/vision insurance, company-paid life and disability plans, and matching 401k to eligible employees.

Pelican Products, Inc. is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.