Customer Experience Specialist

ITW

4d•$28 - $35

About The Position

MTS is seeking a Customer Experience Specialist to provide operational support for the sales process, manage orders accurately and promptly, and deliver responsive customer support. The role serves as a liaison between customers, Account Managers, and internal teams to coordinate order entry, documentation, fulfillment, and resolution of customer issues. The specialist builds customer relationships through clear communication and problem resolution. The position supports customer and sales inquiries about equipment orders, deliveries, parts, and technical questions; helps qualify and distribute leads; manages order and account data; and facilitates customer documentation requests. It also maintains CRM records, develops knowledge of MTS products and services, and supports internal process development and cross-functional initiatives. The hourly rate is $28.00–$35.00, based on relevant experience. MTS supports Employee Resource Groups and a diverse, inclusive workplace, and offers employees opportunities to support families in their communities through the ITW Hearts Giving Hope Program.

Requirements

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 supporting high-volume customer intake and communication and working with Sales and Service teams.
Flexibility to support global customers, which may include occasional late-evening availability.

Nice To Haves

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 is a plus.

Responsibilities

Serve as a point of contact for customer and sales inquiries about equipment orders, deliveries, parts, and technical questions; identify solutions and ensure 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 other materials, independently or in support of Account Managers.
Maintain knowledge of MTS products, services, and internal partners to support order-related inquiries accurately.
Maintain CRM records for orders, customer interactions, and status updates.
Support internal process development and represent Sales in cross-functional initiatives.
Perform additional duties as needed.