Job Description

For over 35 years, Peak Technologies has been at the forefront of providing end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes.



JOB SUMMARY & SCOPE

Oversee the management of customer contracts, leading a team of administrators. Your role involves hiring, providing feedback, and setting expectations for the team. Collaborating closely with the Senior Director of Sales Operations Support, Sales, and other specialists, you'll drive business initiatives, particularly focusing on high-priority and complex accounts. With strong communication, administrative, and organizational skills, you'll exercise good judgment in various situations, maintaining balance among multiple priorities. Thriving in our entrepreneurial, mission-driven environment, you'll be a positive, energetic self-starter, adept at problem-solving and meticulous in attention to detail.



KEY ACCOUNTABILITIES

Work closely with our Sales Team and our Sales Administration Team to provide detailed management and administrative support to our customers resulting in increased customer service which leads to increased customer satisfaction and an excellent customer experience. Respond to specific customer Inquiries, including Repair status (provide tracking # and timeline for delivery), RMAs and repair requests, and requests for technical support and case number generation. 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. Stay informed on new products from sales and technical staff. Develop a system to manage new and existing maintenance contracts. Aid in documenting contracts and information for quotes on renewals. Assist with communication to customers on serial number contract status. Assist with 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.

EDUCATION + EXPERIENCE + KEY TRAITS

Bachelor's degree desired but sales/maintenance contract support experience in lieu of degree will be considered. A 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 involve supervision of direct reports

DECISION MAKING + REASONING

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

WORKING RELATIONSHIPS

Contract Administrators Sales Operations Support Lead Sales Operations Support Specialist

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



Peak Technologies, Inc. is an Equal Opportunity Employer who fully and actively supports equal access for all people regardless of Race, Color, Religion, Gender, Age, National Origin, Veteran Status, Disability, Genetic Information or Testing, Family and Medical Leave, Sexual Orientation and Gender Identity or Expression.