Build a career powered by innovations that matter! At Novanta, our innovations power technology products that are transforming healthcare and advanced manufacturing-improving productivity, enhancing people's lives and redefining what's possible. We create for our global customers engineered components and sub-systems that deliver extreme precision and performance for a range of mission-critical applications-from minimally invasive surgery to robotics to 3D metal printing.Novanta is one global team with over 26 offices located in The Americas, Europe and Asia-Pacific. Looking for a great place to work? You have found it with a culture that embraces teamwork, collaboration and empowerment. Come explore Novanta.Job SummaryThe main function of this position is supporting our NA sales team by managing accounts and facilitating the customer returns process for the Photonics Group.Primary ResponsibilitiesTake lead in customer interface, gathering necessary information from other departments (Tech Support, Service, etc..)Actively work to improve the customer experience, coordinating with Director of Product ManagementRespond to incoming inquiries from regional sales personnel and customers timelyProcess Orders using Oracle R12Process Returned Material Authorizations (RMA's) using Oracle R12Review product backlog with Operations and ensure regional team members and customers have current delivery informationManage customer escalations working directly with OperationsProcess standard and custom product quotations for repairsResolve customer billing discrepancies working directly with Accounts ReceivableMaintain customer files with sales contracts and other informationDocument processes and procedures to drive continuous improvementPerform other additional sales support, order entry and customer service responsibilitiesRequired Experience, Education, Skills and Competencies3+years of customer service experienceMust be proficient with Microsoft Office Software (Outlook, Excel, Word and PowerPoint)Previous experience with Oracle R12 or SAP preferableExcellent written and verbal communication skills - demonstrated ability of using tact and diplomacyStrong organizational skills - a multitaskerA process oriented, detailed, methodical, investigatorDemonstrated ability of having a sense of urgency and getting back to customers in a timely fashionAbility to work with minimal supervisionTravel RequirementsNonePhysical RequirementsNoneCompensation and BenefitsThe base pay for this position ranges from $26.00 to $30.00 per hour depending on the geographic market.Novanta supports all aspects of your life. This position provides a full range of benefits including PTO, medical, paid parental and family leave.Novanta is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by federal law or Novanta policy.Please call +1 781-266-5700 if you need a disability accommodation for any part of the employment process.Equal Opportunity Employer -- minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.