Customer Service and Contract Administrator

Principle Responsibilities

• Review contracts and purchase orders for deviations from our offer and/or standard pricing and terms & conditions, document clarifications and exceptions to contracts and purchase orders, approve contracts and purchase orders, and route contracts and purchase orders for additional approvals in accordance with company procedures.
• Work with internal and external stakeholders as necessary to negotiate contracts and complete the processing of orders.
• Issue contract and purchase order acknowledgement letters to customers.
• Maintain contract files, including updated databases/spreadsheets of current contract information.
• Perform contract administration, closeout, and termination, as required.
• Enter orders into the business system to ensure that work has been properly authorized in a timely manner.
• Represent the team in weekly Manufacturing meetings to provide insight conducive to achieving revenue goals.

Inside Sales/Testing Products

• Participate in weekly forecasting calls to provide product line guidance.
• Develop customer proposals for products and time & material services in accordance with Crane Nuclear procedures.
• Obtain management approval as required.
• Maintain and effect all pricing changes within cost price and price books, to include implementation and rollout of pricing changes.
• Review and recommend improvements to the proposal development and order entry processes.
• Interface with auditors, as required.

Customer Service

• Perform weekly follow up with customer on open offers and orders, as applicable.
• Record relevant learnings for tracking purposes.
• Act as liaison between the customer and/or our regional sales team and the engineering and manufacturing departments to resolve customer technical questions and issues.
• Support the development and implementation of customer relationship management applications and processes.
• Draft correspondence to customers, as required.

Contract Administration

• Perform first pass review of new customer terms and conditions against Corporate CP-400 guidance.
• Preparation of terms deviation document with recommendations for resolution.
• Interface with Corporate Legal to resolve terms, as necessary.
• Negotiation with customers to develop final terms.
• Participate in development of new Master Service Agreements.

Qualifications/Experience

• Bachelor’s degree in Business is preferred, but other majors will be considered.
• 1- 2 years’ experience in customer service, contracts management, or contract review.
• Must be capable of understanding broader implications of customer service actions - impact on revenue, shipments, and invoicing – to drive decision making and reach organizational goals.
• Able to interface with management and work independently.
• Capable of contributing to a team.
• Excellent verbal and written communication skills are required.
• Prior experience with QAD business system software is a plus.
• Proficiency with Microsoft Excel, Word and PowerPoint.
• Mindset for continuous improvement.