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Customer Care Associate
Full Job Description
Build a career powered by innovations that matter! At Novanta, our innovations power technology products that are transforming healthcare and advanced manufacturing—improving productivity, enhancing people’s lives and redefining what’s possible. We create for our global customers engineered components and sub-systems that deliver extreme precision and performance for a range of mission-critical applications—from minimally invasive surgery to robotics to 3D metal printing.
Novanta is one global team with over 26 offices located in The Americas, Europe and Asia-Pacific. Looking for a great place to work? You have found it with a culture that embraces teamwork, collaboration and empowerment. Come explore Novanta.
In this role, you will be supporting our North America sales team by managing accounts and facilitating the customer returns process for the Photonics Business Group of Novanta.
Respond to incoming inquiries from regional sales personnel and customers timely
Process Orders using Oracle R12
Process Returned Material Authorizations (RMA’s) using Oracle R12
Review product backlog with Operations and ensure regional team members and customers have current delivery information
Manage customer escalations working directly with Operations
Process standard and custom product quotations for repairs
Resolve customer billing discrepancies working directly with Accounts Receivable
Maintain customer files with sales contracts and other information
Document processes and procedures to drive continuous improvement
Perform other additional sales support, order entry and customer service responsibilities
Required Experience, Education, Skills and Competencies
3+ years of customer service experience
Must be proficient with Microsoft Office Software (Outlook, Excel, Word and PowerPoint)
Previous experience with Oracle R12 or SAP preferable
Excellent written and verbal communication skills - demonstrated ability of using tact and diplomacy
Strong organizational skills - a multitasker
A process oriented, detailed, methodical, investigator
Demonstrated ability of having a sense of urgency and getting back to customers in a timely fashion
Ability to work with minimal supervision
Novanta is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by federal law or Novanta policy.
Please call +1 781-266-5700 if you need a disability accommodation for any part of the employment process.
- Posted 30+ days ago