What are the responsibilities and job description for the Contract Administrator position at Peak Technologies?
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
Contract Administrator will work closely with our Contract Sales Team and other Contract Sales Administration 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. Collaborate with the Contract Sales Team and other Contract Sales Administration to manage customer contracts and ensure that they are accurate and complete. Demonstrate meticulous attention to detail, delivering error-free work. Model courteous and professional customer service attitude. Customer comes first attitude. Must demonstrate a high degree of time management and organizational skills resulting in the ability to prioritize multiple projects.
KEY ACCOUNTABILITIES
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.
JOB SUMMARY & SCOPE
Contract Administrator will work closely with our Contract Sales Team and other Contract Sales Administration 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. Collaborate with the Contract Sales Team and other Contract Sales Administration to manage customer contracts and ensure that they are accurate and complete. Demonstrate meticulous attention to detail, delivering error-free work. Model courteous and professional customer service attitude. Customer comes first attitude. Must demonstrate a high degree of time management and organizational skills resulting in the ability to prioritize multiple projects.
KEY ACCOUNTABILITIES
- Respond to Customer Inquiries:
- Entitlement verification
- RMA direction and instructions
- Requests for contract entitlement documents
- 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.)
- Utilize current systems to manage new and existing maintenance contracts.
- Assist with renewal order processing (sales order creation and vendor purchase orders)
- Aid in documenting contracts and information for quotes on renewals.
- Assist with communication to customers on serial number contract status and verification.
- Assist Contract Sales with notification for maintenance contract renewals as needed.
- 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).
- Prepare and review various types of contracts, such as master service agreements, statements of work, non-disclosure agreements, and amendments.
- Review and reconcile contract v 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.
- 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.
- 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
- 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.
- Role does not involve management of direct and/or indirect reports
- Able to take accountability and responsibility for business target delivery and decision making
- Contract Manager
- Service Contract Advisor
- Contract Administrator
- Sales Operations Support Lead
- Sales Operations Support Specialist
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.
