Customer Experience Specialist

ITW; United States; On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

HSA/FSA with company match

Income protection benefits

Industry leading 401(k)

Paid time off

Parental leave

Matching gift and volunteer program

Job summary

ITW through its MTS division seeks a Customer Experience Specialist in the United States. You will support the sales process, manage orders, and coordinate between customers, Account Managers and internal teams to ensure accurate order entry and timely fulfillment.

The role emphasizes strong communication, data entry accuracy and CRM proficiency. Excellent multitasking and customer service orientation are essential as part of a Fortune 300 environment.

Qualifications

• Bachelor’s degree required.
• 0+ years of related experience.
• Strong organizational and communication skills.
• Attention to detail and data entry accuracy.
• CRM proficiency and basic computer skills.
• Customer service orientation.
• Ability to manage multiple priorities and deadlines.

Responsibilities

• Be a point of contact for customers and sales-related inquiries related to equipment orders, deliveries, parts, technical questions and identify solutions and ensure their requests are satisfied.
• Work with account managers and internal partners to resolve customer needs, drive resolution and root cause analysis.
• Understand customer requirements and recommend solutions based on MTS Value Propositions.
• Qualify and distribute leads from trade shows, website, etc.; use pursuit planning tools as needed.
• Coordinate pre-qualification as needed.
• Responsible for data entry, including but not limited to, order entry and account management.
• Facilitate customer requests for quality forms, finance docs, government registrations, etc., individual or in support of Account managers.
• Maintain knowledge of MTS products and services and internal partners to support order-related inquiries accurately.
• Maintain CRM records for all orders, customer interactions, and status updates.
• Support internal process development and represent sales in cross-functional initiatives.
• Will be expected to perform additional duties as needed.

Skills

Organizational skills

Communication

Attention to detail

CRM proficiency

Customer service

Multitasking

Education

Bachelor's degree

Tools

CRM

Job description

Job Description:

Smart people. Smart ideas. Smart choice.

MTS is a leading global supplier of test and simulation systems. Formula 1 teams, leading automotive and aerospace companies, and the world’s top researchers in materials and seismic engineering all rely on our systems to determine product reliability and ensure compliance with quality standards. Check out some of our amazing technology here:http://www.youtube.com/watch?v=vXOsvWpTHH4

As an ITW company, MTS is part of a Fortune 300 global manufacturing leader with 49,000 employees across 56 countries, offering career development opportunities not just within MTS but across the ITW enterprise.

We’re looking for a Customer Experience Specialist who will provide operational support for the sales process to ensure accurate and timely order management as well as providing exceptional customer support. Act as a liaison between customers, Account Managers, and internal teams to facilitate smooth order entry, documentation, and fulfillment. Maintain strong customer relationships through responsive communication and problem resolution.

What You’ll Do:

• Be a point of contact for customers and sales-related inquiries related to equipment orders, deliveries, parts, technical questions and identify solutions and ensure their requests are satisfied

• Work with account managers and internal partners to resolve customer needs, drive resolution and root cause analysis

• Understand customer requirements and recommend solutions based on MTS Value Propositions

• Qualify and distribute leads from trade shows, website, etc.; use pursuit planning tools as needed. Coordinate pre-qualification as needed

• Responsible for data entry, including but not limited to, order entry and account management

• Facilitate customer requests for quality forms, finance docs, government registrations, etc., individual or in support of Account managers

• Maintain knowledge of MTS products and services and internal partners to support order-related inquiries accurately

• Maintain CRM records for all orders, customer interactions, and status updates

• Support internal process development and represent sales in cross-functional initiatives

• Will be expected to perform additional duties as needed

What You Bring:

• Bachelor’s degree

• Minimum of 0 years of related experience

• Strong organizational and communication skills

• Attention to detail and accuracy in data entry

• Basic computer and CRM proficiency

• Customer service orientation

• Ability to manage multiple priorities and deadlines

Best in Class Benefits:

• Affordable medical, dental, and vision insurance:http://myitwhr.com/

• HSA/FSA with a company match

• Income protection benefits

• Industry leading 401(k) plan

• Paid time off

• Parental leave

• Matching gift and volunteer program

Get Involved and Give Back:

• MTS supports Employee Resource Groups (ERGs) that bring people together to share experiences and ideas, and we’re committed to a diverse, inclusive workplace where everyone can contribute their talents. Through the ITW Hearts Giving Hope Program, employees also have the chance to give back and support families in our communities.

Compensation Information:

$29.00 - $38.00 per hour, commensurate with experience and qualifications.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.