Internal Account Manager II

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.

Nordson MEDICAL designs, engineers and manufactures complex devices and components with applications in wound healing, surgical and minimally invasive, fluid management, pulmonology and interventional and structural heart. Our pioneering Advanced Polymers team was the first to manufacture and supply medical balloons to the medical device industry.  Nordson MEDICAL works with doctors, start-ups and large medical companies around the world at any point in the product lifecycle, from concept to launch and beyond. 

Job Summary

The Internal Account Manager will be responsible to servicing/managing customer accounts.  They will be main site point of contact with the customer as well as the internal teams

Essential Job Duties and Responsibilities

• Dedicated point of contact between multiple manufacturing facilities and customer accounts, both internally and externally.
• Responsible for communicating all customer concerns and goals to the relevant site.
• Complete ownership of the customer experience, i.e., order received to product shipped.
• Work with the site to turnaround customer requests, and inquiries within a timely fashion.
• Delegate technical issues to the appropriate individuals/functions. 
• Where needed, engage with the correct site team to answer technical questions.
• Close collaboration with Operations, Quality, PLM, RAMs and SAMs to ensure the optimal customer experience.
• Known in the organization to be “the customer inside” and based on customer tier, respond at targeted service levels.
• Understand the key internal stakeholders at a site and Div. level, work to “drive” coordinated customer responses between the different parties.
• When requested, visit key customers for QBRs or critical meetings.
• Identify new component opportunities by understanding interventional technologies (cross selling where possible).
• Developing quotes and gaining approval on quotes when value passes defined thresholds.
• Where needed work with Engineering to finalize quotes
• Performs other duties and responsibilities as assigned

Education and Experience Requirements

Level I

• Bachelor’s degree in a related field preferred
• 5+ years’ directly related experience in lieu of education
• 3+ years’ experience in customer service management preferred

Level II

• Bachelor’s degree in a related field preferred 
• 8+ years’ directly related experience in lieu of education  
• 5+ years’ experience in customer service management  

Skills and Abilities

• Collaborative team member and strong communication (written, verbal) skills
• Good organization and time management skills
• Able to work under pressure
• Proficient with computers

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 __%