Customer Support Representative III

MPC Products Corporation (Woodward MPC, Inc.); Niles (IL); On-site; USD 26,000 - 41,000; Full time

Benefits offered by this job

Tuition reimbursement and Training/Pro

401(k) match (4.5%)

Annual Woodward stock contribution (5)

12 paid holidays

Medical, dental, and vision insurance

Paid parental leave

Job summary

Woodward in Illinois is seeking a skilled Customer Support Specialist to resolve intricate inquiries and drive quality service. The role emphasizes data-driven problem solving, cross‑department collaboration, and ongoing mentoring of junior team members.

Ideal candidates have 5+ years in a related field, manufacturing exposure, and stakeholder management experience. The position offers comprehensive benefits, overtime, and opportunities for professional development within a fast-paced

Qualifications

• 5+ years' experience in relevant field preferred
• Manufacturing experience preferred
• Stakeholder management experience preferred

Responsibilities

• Resolves intricate customer inquiries by analyzing data and applying advanced support procedures.
• Acts as an informal resource, providing guidance and training to less experienced team members to enhance their performance.
• Identifies and implements modifications to support processes, improving efficiency and the overall quality of customer service.
• Proficiently partners with other departments to integrate support efforts and address multifaceted customer concerns seamlessly.
• Evaluates customer feedback and interprets data to identify key trends and supports the development of actionable strategies for service enhancements.

Skills

Advanced communication

Complex problem-solving

Customer support software

Data analysis

Team collaboration

Mentorship

Independent time management

Adaptability

Critical thinking

Tools

CRM software

Job description

Woodward is committed to creating a great workplace for all team members. Our company and its members are committed to acting with integrity, being respectful and accountable to one another, and staying humble and driven, while maintaining the highest professional and ethical standards.We are steadfastly committed to attracting the best talent across our communities creating a rewarding workplace. Together we are fulfilling our purpose to design and deliver energy control solutions our partners count on to power a clean future.Woodward supports our members’ wellbeing and regularly benchmarks with other companies in our industry to offer an extensive Total Reward package for this position. Salary will be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.Estimated annual base pay: $25.96(minimum) - $33.65(midpoint) - $41.35(maximum) Plus overtimeAll members included in annual cash bonus opportunity.401(k) match (4.5%)Annual Woodward stock contribution (5%)Tuition reimbursement and Training/Professional Development opportunities for all members12 paid holidaysIndustry leading medical, dental, and vision Insurance upon date of hireVacation / Sick Time / Vacation Buy-up / Short Term Disability / Bereavement leave.Paid parental leave.Adoption AssistanceEmployee Assistance Program, including mental health benefits.Member Life & AD&D / Long Term Disability / Member Optional LifeMember referral bonusSpouse / Child Optional Life / Optional AD&D / Healthcare and Dependent Care Flexible SpendingVoluntary benefits, including:Home / Auto Insurance discountsWhole Life Insurance / Critical Illness Insurance / Legal Assistance / Military LeaveKey Responsibilities:Complex Issue Resolution: Resolves intricate customer inquiries by analyzing data and applying advanced support procedures to ensure effective solutions.Mentorship and Support: Acts as an informal resource, providing guidance and training to less experienced team members to enhance their performance.Process Improvement: Identifies and implements modifications to support processes, improving efficiency and the overall quality of customer service.Cross Department Collaboration: Proficiently Partners with other departments to integrate support efforts and address multifaceted customer concerns seamlessly.Customer Feedback Analysis: Evaluates customer feedback and interprets data to identify key trends and supports the development of actionable strategies for service enhancements.Key Skills:Advanced Communication: Effectively conveys detailed and complex information to team members and customers.Complex Problem-Solving: Identifies and resolves atypical customer issues using experience and established procedures.Customer Support Software Proficiency: Demonstrates expertise in utilizing customer support platforms and systems.Data Analysis: Analyzes partial or conflicting data to identify key issues and patterns.Team Collaboration: Works seamlessly with other teams to achieve collective objectives.Process Improvement: Modifies and optimizes work practices to enhance efficiency and effectiveness.Mentorship: Acts as an informal resource and mentor for less experienced colleagues.Independent Time Management: Manages tasks autonomously to ensure timely resolution of customer inquiries.Adaptability in Dynamic Environments: Thrives in fast paced settings and adjusts strategies to meet changing customer needs.Critical Thinking: Applies a broad perspective to identify novel solutions to customer challenges.Successful Candidates Typically Have:5+ years' experience in relevant field preferredManufacturing experience preferredStakeholder management experience preferredThis position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). All applicants must be U.S. Persons within the meaning of the ITAR and EAR, or eligible to obtain all required authorizations from the U.S. Department of State and/or the U.S. Department of Commerce. The ITAR defines a U.S. Person as a U.S. citizen or national, lawful permanent resident (i.e., 'Green Card holder'), or a protected person (e.g., asylee, or refugee).Woodward is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, religion, sex (including sexual orientation and gender identity), national origin, age, disability, protected veteran status, or any other category protected under federal, state, or local laws.