Customer Care Administrator (Leominster)

JOIN OUR TEAM AT IMA!

Established in 1961 in Italy, IMA is a world leader in the design and manufacture of automatic machines for the processing and packaging of pharmaceuticals, cosmetics, food, tea and coffee. IMA is a global pharmaceutical supplier with the widest range of state of the art processing and packaging systems.

We offer competitive benefits which include profit sharing and summer hours in addition to medical, dental, vision, disability, life, time off and a matching 401K. We work in a casual environment where ideas are valued and collaboration is key.

Summary:

IMA is looking to hire an assertive customer care administrator who enjoys helping customers and coworkers. Customers are business to business customers who are generally looking for service support and parts.

Key duties include:

• Receives and processes requests for quotes, purchase orders, adjustments and cancellations.
• Accurately enters customer PO’s
• Provides information to engineering admin for parts allocation and/or purchasing of external parts set-up and ordering.
• Monitors scheduled shipments, including third party vendors, and updates customers immediately on changes and/or delays.
• Works closely with service to coordinate rebuild parts delivery for scheduled interventions.
• Expedites current orders per customer requirements (machines down, schedule change).
• Communicates technical information for all spare parts requirements to internal and external customers.
• Achieve and maintain professional rapport with customers (internal and external) and strive to provide the best possible service.
• Respond to all customer complaints with responsibility for guiding resolution to ensure proper and satisfactory closing obtained.
• Report problems that occur frequently to supervisor for review.
• Handles invoicing for the department.
• Prepare commercial invoices for customs for all international orders including country of origin and harmonizing codes.
• Maintain electronic files for the customer of all quotes and orders.
• Prepare paperwork for shipping with the weekly consolidated shipment.
• All other duties as assigned.

Qualifications:

• Intermediate knowledge of MS Office and SAP a plus
• Strong customer service skills.
• Ability to read and understand blue prints and schematics a plus
• Technical aptitude.
• Bilingual in English and Spanish speaking a plus, not required.
• Strong attention to detail.

Physical Requirements:

• Manual dexterity to use a keyboard.
• Ability to sit or stand for extended periods of time.
• Able to hear and speak clearly in person and over the phone.
• Ability to travel up to 10% of the time if needed.
• Valid driver’s license and passport.
• May be required to stay late or come in early to complete important tasks due to customer requirements and completion dates.