AT-ES Factory Customer Liaison

Collaboration drives Nordson's success as a market leader in Industrial Precision Solutions and Advanced Technology. Our employees thrive in an environment where we help each other reach our personal best and enable our company to continuously improve and grow, and our customers to succeed. You will find Nordson employees sharing our success by giving back in the communities around the world where we live and work.

Nordson ELECTRONICS SOLUTIONS is a pioneer in technologies used in Printed Circuit Board and LED/LCD assembly, semiconductor and wafer-level packaging, and acoustic, optical and X-ray Test and Inspection. We partner with high-tech manufacturing customers around the world to help deliver the products of tomorrow.

The AT-ES Factory Customer Liaison is part of a customer orientated team being a strong voice of customers and attentive to their needs. The team thrive on delivering on customer needs and works with integrity and timeliness in a solution orientated approach performing diversified duties in facilitating and troubleshooting transactions and business processes with LOB HQs, associated factories, and commercial team of all AT-ES LOBs. The AT-ES Factory Customer Liaison is part of the AT-ES Customer Liaison team that is not only responsible for order entry and order management, but also assume ownership where complexity does not permit standard workflow or processes being established. Job responsibility furthermore emphasize liaison capacity with planning, procurement, stockroom and logistics. Where established business processes insufficiently deliver on customer needs, the AT-ES Factory Customer Liaison takes ownership of complex transactions based on in-depth understanding of cross functional process steps and transactional requirements.

Essential Job Duties and Responsibilities

• Works based on objectives and exercises broad judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions and ensuring customer commitments are met
• Consistently viewed as an "owner" of process and transactional challenges that arise. The value of order responsibilities can exceed $500,000 and is key to delivering business financial goals
• Coordinate customer inquiry and manage spares and system order processing steps between sales, factory and logistics teams where standard order content and processes can't be established due to high complexity
• Attempt to resolve or advance customer escalations
• Manage key-accounts in ensuring we meet contractual obligation and maintain performance metric of KPIs
• Establish case and call center management reports in tracking established KPIs
• Constitute case management system Super User
• Manage EDI users
• Perform all duties of AT-ES Customer Service Representative
• Other duties may be assigned as required

Education and Experience Requirements

• Requires 4+ year experience in a customer service role involving transactions, quoting and invoicing in a manufacturing setting.
• Previous experience with ERP systems
• Proven skills in customer interactions with profound sense of urgency based on dedication and drive to deliver on commitments
• High School Diploma or GED required, bachelor's degree preferred

Preferred Skills and Abilities

• Nordson AT-ES experience related to distinct operational domain - additional experience within AT-ES is a plus
• Refined problem-solving skills
• Shows specific history and experience in resolving complicated transactional process problems
• Proven skill and many working examples of commitment to process improvement
• Consistently viewed as an "owner" of process and transactional challenges that arise
• High level of proven and effective relationship skills
• Proven history of working based on objectives with ability to determine and execute in delivering
• SAP experience
• Intermediate to advanced skills in Microsoft Office
• Ability to multi-task and effectively manage daily tasks
• Excellent oral and written communication
• Detail oriented

Travel Requirements

• None

Nordson Corporation provides equal employment opportunity to all applicants and employees. No person is to be discriminated against in any aspect of the employment relationship due to race, religion, color, sex, age, national origin, disability, citizenship status, marital status, veteran status or any other reason prohibited by law.

All employment offers are contingent upon successful completion of our pre-employment drug screening and background/criminal check, consistent with applicable laws.

Nordson Corporation provides equal employment opportunity to all applicants and employees. No person is to be discriminated against in any aspect of the employment relationship due to race, religion, color, sex, age, national origin, ancestry, disability, sexual orientation, gender identity, genetic information, citizenship status, marital status, pregnancy, veteran status or any other status protected by applicable federal, state, or local law. All employment offers are contingent upon successful completion of our pre-employment drug screening and background/criminal check, consistent with applicable laws.