Customer Experience Specialist

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

• 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

• 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

• 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.

$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.