Customer Service Contract Specialist

Customer Service Contract Specialist

QSA Global specializes in supplying state-of-the-art gamma radiography and portable X-ray systems used in non-destructive testing (NDT) and high-performance radiation sources used in oil well logging (OWL), industrial processes, and nuclear medicine. With over 100 years of organizational experience, we distinguish ourselves as leading experts in radiation source design and radioisotope solutions. QSA Global is part of ITW, a Fortune 500 diversified industrial manufacturer of value-added consumables and specialty equipment with related service businesses. The Company focuses on profitable growth with strong returns across platforms worldwide and businesses. The businesses serve local customers and global markets, with a significant presence in developed and emerging markets.

QSA Global is seeking a detail-oriented and proactive Customer Service Contract Specialist to join our team. This role is responsible for customer service responsibilities, acting as a liaison between clients and internal departments to ensure seamless communication and contract execution. This position will review, analyze, and process customer contracts to ensure compliance with company policies and industry regulations. The ideal candidate will have strong analytical skills, excellent attention to detail, and a customer-centric approach.

Key Responsibilities

• Process customer orders accurately and efficiently using the company's order management system.
• Track orders through the manufacturing process to ensure timely delivery.
• Communicate any changes or delays in order status to customers promptly.
• Respond to customer inquiries via phone, email, or in-person regarding products, pricing, and availability.
• Provide technical assistance and product information to customers.
• Handle and resolve customer complaints and issues in a professional and timely manner.
• Review and analyze customer/government contracts, purchase orders, and agreements to ensure compliance with company policies, legal requirements, and industry standards.
• Identify and communicate potential contract discrepancies, risks, or necessary revisions to internal stakeholders.
• Coordinate with legal, sales, and finance teams as needed to identify any discrepancies with contract review requirements.
• Facilitate resolution of discrepancies through contract negotiations with customers to obtain modified contract/order correcting any discrepancies for order fulfillment.
• Maintain accurate contract records and documentation in accordance with company policies and regulatory requirements.
• Serve as a primary point of contact for internal and external customers regarding contract-related inquiries and concerns.
• Assist internal customers in understanding contract terms, pricing structures, and order requirements.
• Collaborate with production and logistics teams to ensure customer orders align with contractual agreements.
• Support worldwide distributor network on an ongoing basis including issuing annual contracts as required.
• Primary point of contact for Original Equipment Manufacturers (OEM) customer orders and support to the Fulfillment Specialist.
• Support worldwide container asset tracking.
• Ability to understand terms and conditions relating to supply agreements and contracts.
• Prepare reports and summaries on contract status, compliance issues, and customer interactions.

Qualifications

• Bachelor's degree in business administration, legal studies, science, or related work experience.
• Experience with contract review, legal administration, or customer service within a manufacturing or industrial setting.
• Strong communication and negotiation skills.
• Excellent analytical and problem-solving skills with a keen eye for detail.
• Ability to multitask while meeting deadlines.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficiency in Microsoft Office Suite.
• Experience working with CRM is a plus.

At QSA Global and our parent company, ITW, we deeply commit to our employees' professional growth and career advancement. Recognizing the potential in our team is a top priority, and we actively foster an environment where high-performing individuals can thrive and progress. Whether through leadership development programs, cross-functional projects, or promotions within QSA and across the diverse ITW businesses worldwide, we ensure that ambitious and talented team members have opportunities to enhance their skills and advance their careers. Our talent development initiatives are designed to align with our organizational goals and support your personal career aspirations, providing a clear path to success at every level of our global enterprise.

Enjoy competitive compensation and generous benefits, including health, dental, life, and long-term disability insurance, paid parental leave, 401k (with match), and a generous tuition reimbursement program. We believe in providing a comprehensive benefits package to ensure our employees' well-being and peace of mind.

QSA Global is an equal opportunity/affirmative action employer. We are committed to fostering a diverse and inclusive workplace where all employees feel respected and valued. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.