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…