Customer Experience Specialist

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

We’re looking for a Customer Experience Specialist to provide operational support for the sales process, ensuring accurate and timely order management and exceptional customer support. You’ll act as the liaison between customers, Account Managers, and internal teams to keep order entry, documentation, and fulfillment running smoothly, building strong customer relationships through responsive communication and problem resolution.

What You’ll Do:

• Serve as a point of contact for customers and sales related inquiries about equipment orders, deliveries, parts, and technical questions, identifying solutions and ensuring requests are satisfied
• Work with Account Managers and internal partners to resolve customer needs, drive resolution, and support root cause analysis
• Understand customer requirements and recommend solutions based on MTS Value Propositions
• Qualify and distribute leads from trade shows, the website, and other sources, using pursuit planning tools and coordinating pre-qualification as needed
• Handle data entry, including order entry and account management
• Facilitate customer requests for quality forms, finance documents, government registrations, and more, individually or in support of Account Managers
• Maintain knowledge of MTS products, services, and internal partners to accurately support order related inquiries
• Maintain CRM records for all orders, customer interactions, and status updates
• Support internal process development and represent Sales in cross-functional initiatives
• Perform additional duties as needed

What You Bring:

• No degree required
• No minimum experience required
• Strong organizational and communication skills
• Attention to detail and accuracy in data entry
• Customer service orientation
• Ability to manage multiple priorities and deadlines
• Basic computer and CRM proficiency
• Comfort with high volume customer intake and communication, working with both Sales and Service teams
• Flexibility to support global customers, which may include occasional late evening availability
• Experience with CRM tools such as Salesforce preferred
• Experience with SAP or other ERP systems preferred
• Experience with ticketing systems, customer portals, or licensing software a plus
• 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.
• Physical Demands (U.S. Only): 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.
• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand, walk, and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.