Contract Administrator

JOB SUMMARY & SCOPE

Work closely with the Sales Team, Sales Administration Team, and directly with customers to provide detailed hardware service contract (non-government) renewal management and administrative support, resulting in increased customer service, customer satisfaction, and excellent customer experiences.

KEY ACCOUNTABILITIES

• Provide responsive customer service while administrating sales support.
• Be a problem solver.  Provide recommendations and options to help solve problems. 
• Establish collaborative and positive relationships with our internal team and customers by understanding their needs.
• Demonstrate knowledge of company’s products and services. (Training will be provided.)
• Provide input to develop a system to manage new and existing maintenance contracts.
• Aid in documenting contracts and inclusion of entitlement information for quotes on renewals.
• Assist with communication to customers on serial number contract status.
• Assist with commercial outreach and notification for maintenance contract renewals.
• Monitor manufacturers’ web portals for renewals and new contract information.
• Assist in research and defining appropriate action for specific serial number (internal contract v OEM contract).
• Assist in administration estimate for contract renewals and assist in managing pricing currently in place.
• Review and reconcile contract vs. customer serial number inventory; determine outliers and investigate discrepancies.
• Assist in administration of Managed Services contracts (both internally and with partners).
• Collaborate with accounting team as needed to problem solve and provide required information required to properly account for unearned revenue on maintenance contracts.
• Stay informed on new products from sales and technical staff.
• Respond to Customer Inquiries:
  • Repair status (provide tracking # and timeline for delivery).
  • RMAs and repair requests.
  • Requests for technical support and case number generation.

EDUCATION + EXPERIENCE + KEY TRAITS

• Bachelor’s degree desired but sales/maintenance contract support experience in lieu of degree will be considered.
• Minimum of 3 years’ experience in a customer support environment is preferred.
• Proficient computer skills including Microsoft Office - Outlook, Word and most importantly, Excel.
• Experience in NetSuite, ERMA, OEM repair sites, distributor contract management sites, and WMS software applications preferred.
• High-level of communication skills - ability to communicate effectively via phone and email by utilizing active listening skills.

TYPICAL PERFORMANCE TARGETS

• SERVICE DELIVERY:          Sustained, measured excellence in project & process delivery
• COST TO SERVE:                Sustained, measured excellence in delivery efficiency with expected continuous improvement
• INNOVATION:                   Step changed delivery in safety, quality, and/or cost

LANGUAGE SKILLS

• Primary language used in daily operations is English. Additional primary company languages include Spanish, French, and Dutch.
• Read and interpret documents, procedure manuals and various correspondence from both internal and external.
• Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization.

SUPERVISION

• Role does not involve supervision of direct reports

DECISION MAKING + REASONING

• Able to take accountability and responsibility for business target delivery and decision making

PHYSICAL REQUIREMENTS

Activity

Amount of Time

None

Under 1/3

1/3 to 2/3

Over 2/3

Stand

X

Walk

X

Sit

X

Use hands to finger, handle, or feel

X

Reach with hands and arms

X

Climb or balance

X

Stoop, kneel, crouch, or crawl

X

Talk or hear

X

Lift Up to 25lbs

X