Customer Experience Specialist

SPX FLOW, now ITT Flow Technologies; New York (NY); On-site; USD 59,000 - 83,000; Full time

Job summary

ITT Flow Technologies seeks a Customer Experience Specialist to handle customer inquiries by phone, email, or chat, guiding product selection, order placement, quotations, and returns. You will interface with production, supply chain, engineering, and shipping to align on customer needs and streamline processes.

You will manage data entry in SAP, maintain customer records, and communicate clearly to ensure accurate orders and timely resolutions, while upholding high service standards.

Qualifications

• Deep understanding of Customer Service concepts, practices, procedures.
• Associate's degree or equivalent from two-year college or technical school.
• 2 years related experience.
• Knowledge of ERP systems – SAP knowledge.
• Demonstrated competence in basic technical comprehension.

Responsibilities

• Provide telephone and email coverage daily.
• Set-up sales orders received by phone for order entry daily.
• Enter orders and perform order changes, expediting, and pricing verification daily.
• Review orders for compliance and resolve commercial terms issues with customers and internal teams.
• Document customer interactions and resolutions in CRM systems.

Skills

Customer service

Communication

Data entry

Team collaboration

Attention to detail

English proficiency

Education

Associate's degree or equivalent

2 years related experience

SAP knowledge

Tools

SAP ERP SD

MS Office

Job description

The Customer Experience Specialist supports customers by telephone, written email, or web chat requests regarding product selection, placement of orders, quotations, and complaints. These requests include returns or credits, shortages and adjustments, order status, expedites, and requests for documentation. Evaluation and performance of various tasks ensures the customers’ needs are met to the best of our ability daily. Communications with internal departments such as production, supply chain, engineering, and shipping/receiving to communicate customer requirements and expedites. Furthermore, collaboration with internal stakeholders will be pivotal in streamlining operational processes and optimizing the overarching customer journey. This role is responsible for receiving customer orders and completing all associated data entry for placing the order in SAP while acting as a direct liaison between ITT Flow Technologies and customers as a front-line customer support agent by representing the customer. Demonstrated competence in basic technical comprehension to ensure alignment with company standards and effective fulfilment of customer expectations.

Principal Duties and Responsibilities

• Provide telephone and email coverage daily.
• Set-up sales orders received by phone, or mail for order entry daily.
• Order entry responsibilities are completed daily including entering new orders, adding items to existing orders, changing orders, expediting, canceling items on existing orders and pricing verification. Active daily management of any order changes.
• Review new orders for ITT Flow Technologies compliance and responsible to make sure any issues arise with the commercial terms are addressed with the customer and internally, tax exemption status and required supporting documents.
• Proactive Dating and Rep/Customer notification
• Engineering reconciliations and simple engineering parts creations when required.
• Review customer complaints and issue returned goods numbers or credits as required, and initiate customer complaints received within internal tracking programs (C4C).
• Document customer interactions, inquiries, and resolutions accurately and comprehensively in the our C4C/ CRM system or database.
• Enter order acknowledgements in customer web portals.
• Fulfill supplier form requests and finance documents. Manage customer account information in our Master Data system -Profisee.
• Manage all order related internal activities (Warranty, Finance) as required and overseeing and managing specific customer service operations and request ie: IT, C4C.
• Liaison for all internal and external team communications for sales orders. Including, but not limited to, Supply Chain, Engineering, Commercial, Technical Services, Production, and Shipping.
• Notify appropriate personnel of all updates needed to maintain accurate customer and material master files.
• Proactive communication process for upcoming shipments under customer control and sales order status updates when applicable
• Exhibit sufficient export order knowledge and comply with all company rules for export order processing.
• Demonstrate resilience and a positive attitude when faced with challenges or setbacks, maintaining a focus on delivering exceptional customer experiences.
• Develop a deep understanding of the company's products or services to provide accurate information, guidance, and recommendations to customers.
• Meet or exceed established performance metrics and KPIs related to customer satisfaction, response times, resolution rates, and quality of service.
• Promote a safe work environment by encouraging timely completion of safety training, safety activities and completion of safety observations.
• These duties may vary depending on the specific needs and objectives of the organization.

Knowledge, Skills & Abilities

• Availability to travel to multiple sites as needed.
• Excellent communication and interpersonal skills, and the ability to thrive in a fast-paced environment.
• Demonstrate resilience and a positive attitude when faced with challenges or setbacks, maintaining a focus on delivering exceptional customer experiences.
• Strong written and verbal communication skills in English.
• Exceptional attention to detail, accuracy, and professionalism.
• Self-starter and self-motivation.
• Strong computer skills including expertise in Microsoft Word, Excel, PowerPoint preferred. Ability to quickly develop proficiency in new programs.
• Strong interpersonal skills and the ability to work in a team environment.
• Proven discretion with highly confidential information/documents. Must have high degree of integrity, discretion, and judgment.
• Polished professional communication skills and personal presentation.
• Able to remain extremely professional, composed, and competent in all environments.
• Demonstrated competence in basic technical comprehension to ensure alignment with company standards and effective fulfilment of customer expectations.
• Proven discretion with highly confidential information/documents. Must have high degree of integrity, discretion, and judgment.
• SAP ERP SD experience a plus.

Education and Experience

• Deep and practical understanding and execution of Customer Service concepts, practices procedures.
• Associate's degree or equivalent from two-year College or technical school
• 2 years related experience
• Prior experience in a manufacturing environment
• Knowledge of ERP systems – SAP knowledge
• Demonstrated competence in basic technical comprehension

Preferred

• Previous supervisory experience within a Customer Service / Order Management environment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. While performing the duties of this job, the employee is regularly required to sit and use hands, fingers, handle or feel, talk, see and hear. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move occasionally lift office products and supplies, up to 25 pounds. Use of the appropriate PPE is required.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a manufacturing professional office environment. The employee can be exposed to fumes or airborne particles, moving mechanical parts, vibration and loud noise level while on the production floor. The noise level in the office work environment is usually moderate.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Anticipated salary range for this position: $59,300/yr. to $82,520/yr. The anticipated salary range is what we believe to be the likely base salary range for this position at the time of posting. Actual salary for this position will depend on relevant qualifications, skills, and experience.

Quality

Quality encompasses all aspects of ITT Flow Technologies business, and every employee shares the responsibility to prevent the occurrence of any nonconformity relating to product, process and the quality system. All employees have an obligation to identify and record any such nonconformity, and through designed channels, initiate and recommend solutions.