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QSA Global, Inc. · 4 months ago

Customer Service Contract Specialist

Burlington, MA

Full-time, Contract

Onsite

Mid Level

QSA Global, Inc. specializes in advanced gamma radiography and portable X-ray systems for non-destructive testing and is part of ITW, a Fortune 500 manufacturer. They are seeking a detail-oriented Customer Service Contract Specialist to manage customer service responsibilities, ensuring effective communication and compliance in contract execution.

Oil & Energy

Responsibilities

Process customer orders accurately and efficiently using the company’s order management system

Track orders through the manufacturing process to ensure timely delivery

Communicate any changes or delays in order status to customers promptly

Respond to customer inquiries via phone, email, or in-person regarding products, pricing, and availability

Provide technical assistance and product information to customers

Handle and resolve customer complaints and issues in a professional and timely manner

Review and analyze customer/government contracts, purchase orders, and agreements to ensure compliance with company policies, legal requirements, and industry standards

Identify and communicate potential contract discrepancies, risks, or necessary revisions to internal stakeholders

Coordinate with legal, sales, and finance teams as needed to identify any discrepancies with contract review requirements

Facilitate resolution of discrepancies through contract negotiations with customers to obtain modified contract/order correcting any discrepancies for order fulfillment

Maintain accurate contract records and documentation in accordance with company policies and regulatory requirements

Serve as a primary point of contact for internal and external customers regarding contract-related inquiries and concerns

Assist internal customers in understanding contract terms, pricing structures, and order requirements

Collaborate with production and logistics teams to ensure customer orders align with contractual agreements

Support worldwide distributor network on an ongoing basis including issuing annual contracts as required

Primary point of contact for Original Equipment Manufacturers (OEM) customer orders and support to the Fulfillment Specialist

Support worldwide container asset tracking

Ability to understand terms and conditions relating to supply agreements and contracts

Prepare reports and summaries on contract status, compliance issues, and customer interactions

Qualification

Contract reviewCustomer serviceAnalytical skillsMicrosoft Office SuiteNegotiation skillsCRM experienceMultitaskingCommunication skillsProblem-solving skillsTeam collaboration