Contract Administrator

Location Preferences: Littleton MA, Oakdale MN, Waukesha WI, Linthicum Heights MD, Miami FL, or Yakima WA.  **Remote currently with potential for hybrid in the future**   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.   TOP 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.   MATHEMATICAL SKILLS Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. REASONING ABILITY Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. COMPUTER SKILLS To perform this job successfully, an individual should have knowledge of Microsoft Office suite, Excel, and Word specifically.  CRM skills required. SUPERVISION N/A DECISION MAKING REASONING Able to be accountable and responsible for tasks assigned.