Summary

The Customer Service Contract Administrator is the internal interface between the customer and Mason’s functional areas to ensure customer needs, contractual requirements, and delivery requirements are met. This position is responsible for managing the day-to-day customer relationship, ensuring ‘Customer Delight’.

Position Duties

Essential functions of the position include, but are not limited to:

• Manage the customer relationship from quote to order entry to delivery.
• Be the voice of the customer within Mason and the voice of Mason to the customer.
• Manage several of our large accounts and assist with smaller accounts.
• Review customer contract requirements and provide assistance in contract and terms and conditions negotiations. Flow requirements to the other functional areas.
• Be the right hand of the department leader, owning your accounts backward and forward to drive customer delight.
• Support the customer service team in continuous improvement.
• Ensures swift resolution of issues that the customer may encounter by fostering strong internal relationships with each department, ensuring clear communication and accountability is delivered so that problems are solved efficiently.
• Monitor customers’ open orders and customer portals.
• Obtain, analyze, and report the customer’s rolling, periodic forecast.
• Manage customer scorecard to ensure our reality matches the customers.
• Coordinate, negotiate, and communicate commitment dates on customer orders.
• Coordinate timely execution of quotes for existing customers as required.
• Submit Request for Quotation (RFQ) to quoting and develop pricing for approval.
• Provide timely responses to customer requests with answers and commitments.
• File quotes, sales orders, and sales-related correspondence.
• Coordinate customer site visits.
• Operate within Export Compliance and Technical Data restrictions.
• Other duties as assigned.

Qualifications

Education & Experience:

• A minimum of a Bachelor's is required.
• Three (2) years of related experience is required; more than 3 years of related experience is preferred.
• An equivalent combination of education and experience sufficient to successfully perform the key job accountabilities may be considered.
• Strong Computer Skills. Including the ability to run VLOOKUPs and Pivot tables in Excel.
• Excellent Decision Making / Problem Solving Skills.
• Must be able to problem-solve, prioritize, and have the ability to multitask and continuously improve processes and capabilities.
• Must possess excellent oral and written communication, organizational, and troubleshooting skills.
• Create presentations, documents, etc. for management and customers to effectively communicate business problems and solutions.
• A working knowledge of ERP systems is required (Infor LN advantageous).

Physical Demands

While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone keyboard, reach, stoop, kneel to install computer equipment. Specific vision abilities required by this job include close vision requirements due to computer work. Light to moderate lifting is required (maximum of 30lbs). Ability to uphold the stress of working in a busy and demanding office. Regular, predictable attendance is required;

Pay Range Compensation

$71,000 - $110,000 annually

Others

This position requires the use of information that is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons as defined by ITAR. ITAR defines a US person as any individual who is granted U.S. citizenship. any individual who is granted U.S. permanent residence ("Green Card" holder); or. Any individual who is granted status as a "protected person" under 8 U.S.C 1324b(a)(3).

Mason prohibits discrimination or harassment based on the following categories: race, color, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, citizenship, physical or mental disability, medical condition (including cancer and genetic characteristics), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran and/or military status, protected medical leaves (requesting or approved for leave under the Family and Medical Leave Act or the California Family Rights Act), domestic violence victim status, political affiliation, and any other status protected by state or federal law.