Manager, CSS at Nordson Corporation in Carlsbad, California

Job Description:

Collaboration drives Nordson's success as a market leader in Industrial Precision Solutions and Advanced Technology. Our employees thrive in an environment where we help each other reach our personal best and enable our company to continuously improve and grow, and our customers to succeed. You will find Nordson employees sharing our success by giving back in the communities around the world where we live and work.



Essential Job Duties and Responsibilities

• Supervision of Customer Service and Success team; Provides direction to skilled employees according to established policies and management guidance


• Instrumental in interviewing, hiring, and training employees


• Conducts performance evaluations, resolves personnel issues and responds to customer complaints


• Partner with Field and Commercial teams to provide an excellent customer experience and to ensure commercial alignment


• Own and execute all aspects of the order entry and management process for all division product lines including case ticket and call management, order execution, invoicing concerns, relevant operational and logistics information


• Assist with Sales process, customer coordination, communication, delivery, and implementation of all after sale product delivery and deliverable coordination for target global customer set


• Support the NBS Next strategy with a top customer focus. Align team accordingly to achieve strategic success for both Nordson and customers.


• Identify, own and drive continuous improvements; ensure customer centric process integration with other functional areas and is instrumental in troubleshooting and refining world-class processes


• Administer smooth execution across functional process steps and transactional requirements for business delivery including commercial, logistical, operational, and financial areas both regionally and globally as required by customer business


• Proactively understand operational deliverables of customer orders and champion execution including expediting orders or resolving transactional issues in meeting customer needs


• Identify alternative paths where established processes render insufficient in meeting business needs; viewed as an "owner" of process and transactional challenges and constitute escalation point in owning issues for resolution


• Comfortable working in a fast-paced dynamic environment with rapidly changing requirements.


• Perform diversified duties in facilitating and troubleshooting commercial transactions and business processes


• Assume ownership where complexity does not permit standard workflow or processes being established


• Balance the demands of concurrent projects, dealing with conflicting priorities, issues and changes while maintaining a high level of diplomacy


• Participate in customer journey optimization design thinking, with the expectation of challenging existing process to continuously re-imagine the possible. Verify new journey designs with key accounts.


• Build cross functional relationships with division functional areas and across division as necessary to further execution of the customer experience, ensuring premier support for Top customers and Top products


• Participate and take on additional assignments and projects as required.

Education and Experience Requirements

• Bachelor's degree or commensurate working experience in relevant function


• 5+ years hands-on experience in a relevant functional areas such as customer service, project management, customer success, logistics management account management, field support.


• Profound understanding of customer related transactions ranging from quoting through invoicing


• Proven skills in customer interactions with profound sense of urgency and ownership based on dedication and drive to deliver on commitments


• Experience managing large projects or programs with multi-stakeholder groups

Preferred Skills and Abilities

• Excellent facilitation, problem resolution, and cross-group collaboration, that drive sponsorship & support for projects and processes in complex environments


• Supervisory experience with support-level functional teams


• Strong understanding and or hands-on experience with customer service, manufacturing, global logistics, strategic sales processes


• Excellent communication skills, both written and oral


• Strong time management and delegation skills


• Ability to work remotely and manage personnel in multiple locations


• Intermediate to advanced skills in Microsoft Office, SAP transaction tools


• Good problem-solving skills and the ability to think creatively and critically


• Ability to work effectively with all levels of cross functional teams - customer and internal


• Ability to balance competing demands for resources and adapt to changing priorities.

Working Conditions and Physical Demands




Office environment. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.



Travel Required



None


Minimal


Estimated 15%


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Nordson Corporation provides equal employment opportunity to all applicants and employees. No person is to be discriminated against in any aspect of the employment relationship due to race, religion, color, sex, age, national origin, ancestry, disability, sexual orientation, gender identity, genetic information, citizenship status, marital status, pregnancy, veteran status or any other status protected by applicable federal, state, or local law. All employment offers are contingent upon successful completion of our pre-employment drug screening and background/criminal check, consistent with applicable laws. Apply Now