Global CX & Sales Support Specialist

ITW; United States; On-site; USD 39,000 - 48,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

HSA/FSA with company match

Income protection

401(k) plan

Paid time off

Parental leave

Matching gift program

Volunteer program

Job summary

ITW is seeking a Customer Experience Specialist to support the sales process with accurate order management and exceptional service. You will act as the liaison between customers, Account Managers, and internal teams to ensure timely entry, documentation, and fulfillment while nurturing strong relationships.

You’ll work to understand customer needs, recommend solutions from our value propositions, and help qualify leads from various sources.

Qualifications

• No degree required.
• No minimum experience required.
• Strong organizational and communication skills.
• Attention to detail and accuracy in data entry.
• Customer service orientation and prompt responsiveness.
• Ability to manage multiple priorities and deadlines.
• Basic computer and CRM proficiency.
• Comfort with high volume customer intake and cross-functional collaboration.
• Willingness to support global customers, including occasional late-evening hours.
• Experience with CRM tools such as Salesforce and SAP/ERP systems is preferred.

Responsibilities

• Serve as a primary contact for customers and sales inquiries about orders, deliveries, parts, and technical questions, providing solutions.
• Collaborate with Account Managers and internal teams to resolve needs, drive resolutions, and support root-cause analysis.
• Understand customer requirements and recommend solutions based on MTS value propositions.
• Qualify and route leads from trade shows, the website, and other sources using pursuit planning tools.
• Handle data entry, including order entry and account management.
• Coordinate requests for quality forms, finance documents, and government registrations with Account Managers.
• Maintain CRM records for orders and customer interactions; assist process development and cross-functional initiatives.
• Perform additional duties as needed.

Skills

Organizational skills

Communication skills

Attention to detail

Customer service orientation

Multitasking

Data entry accuracy

CRM proficiency

Global support readiness

Late-evening availability

Problem solving

Tools

Salesforce

SAP

ERP systems

Ticketing systems

Customer portals

Licensing software

Job description

ITW is seeking a Customer Experience Specialist to support the sales process with accurate order management and exceptional service. You will act as the liaison between customers, Account Managers, and internal teams to ensure timely entry, documentation, and fulfillment while nurturing strong relationships.

You’ll work to understand customer needs, recommend solutions from our value propositions, and help qualify leads from various sources.