Technical Customer Experience Specialist

Job Description:

The Customer Experience Representative works within the Customer Experience Department. The department focuses on the sales and service administration of the North American Business Unit. The position holder will be expected to create an exceptional customer experience while providing accurate and timely responses to customers and cross-functional teams.

A working knowledge of industrial parts and their applications is essential to success in this role. Technical ability including the ability to read wiring diagrams and Bills of Materials is necessary.

Responsibilities:

• Prepare quotations for spare parts and service calls using various proprietary software.
• Process sales orders for standard equipment, service, and spare parts. This includes assessing incoming orders for correct shipping and billing information, the accurate entry of order details, and invoice creation. As well as order administration tasks, via customer updates, shipping notifications, and tracking information.
• Ensure all service-related administration is completed as required. This includes logging of service visit requests, service order entry, and invoicing.
• Coordinate effective communication with customers, both external and internal, ensuring accurate and timely resolution to all inquiries.
• Pro-actively participate in ITW’s ‘toolbox’ initiatives.
• This role will require the successful candidate to set and manage their own priorities, all with an eye towards continual improvement.
• In addition to the duties listed above, the position holder must complete other tasks assigned by their manager or team leader.

Requirements:

• Ability to collect information and utilize available resources such as blueprints, schematics, bills of materials, and various engineering software to identify the part(s) needed.
• Previous related experience working inside sales or customer support for major industrial suppliers/distributors helpful. Prior hands-on experience in field service support, technical repair, or an industrial trade also considered.  Exceptional critical-thinking skills, able to determine what is required independently and carry requests forward to successful resolution.
• Exceptional attention to detail with the ability to triage competing priorities while maintaining efficiency and quality.
• Positive and optimistic with a belief that “Better” is a daily possibility.
• Willing to do what needs to be done, even if what needs to be done is outside of their usual workflow.
• Excellent verbal and written communication skills; confident with both internal and external individuals at all levels. Excellent telephone manners.
• Ability to work as part of a team as well as independently in a fast-paced environment.
• High proficiency in the use of Excel, SharePoint, and other Microsoft Office applications.