Customer Resolution Specialist

SPX FLOW•Rochester, NY

3d•Onsite

About The Position

The Customer Resolution Specialist is the primary contact for post-shipment issues across the Lightnin product line. The role resolves customer complaints and drives corrective action while working with customers, sales representatives, Lightnin vendors, and internal departments. The specialist aims to maintain customer satisfaction while minimizing Lightnin’s warranty exposure and works with supervisors or peers as needed on methods and approaches for handling post-shipment issues in accordance with Lightnin warranty terms and conditions. On-site presence is required. The position operates in a manufacturing professional office environment, with possible exposure to fumes or airborne particles, moving mechanical parts, vibration, and loud noise on the production floor. The role routinely uses standard office equipment and requires appropriate PPE. The anticipated base salary range is $67,500 to $93,960 per year; actual salary depends on relevant qualifications, skills, and experience.

Requirements

At least 2 years of direct customer communication experience.
High school education and/or a technical degree.
Ability to effectively present information and respond to questions from internal personnel, sales representatives, and customers.
Mechanical or technical knowledge of mechanical assemblies.
Ability to navigate an ERP system such as SAP.
Proficiency with MS Office, SAP, and other technical applications.
Good problem-solving skills, including the ability to develop alternative solutions.
Ability to work with multidisciplinary teams.
Ability to meet the role’s physical demands, including occasionally lifting or moving office and shop products and supplies up to 40 pounds; use of appropriate PPE is required.

Nice To Haves

At least 2 years of hands-on mechanical assembly experience or equivalent experience is preferred.
Knowledge of mixers and their applications.

Responsibilities

Provide first-line post-shipment support to sales representatives and customers.
Review verbal and written communications to interpret customer needs.
Advise representatives and customers on warranty matters and issue resolution.
Negotiate among Lightnin, sales representatives, and customers to reach fair warranty resolutions within Lightnin’s warranty terms and conditions.
Author and initiate warranty orders for replacement or repair of parts and equipment as needed.
Manage return good authorizations (RGAs).
Maintain activity logs, schedules, and performance measures using assigned tools.
Participate in teamwork and recommend process and functional improvements.
Monitor and assist with corrective-action activities.
Engage in constructive conflict and issue resolution.
Display and lead by example the ITT Flow Technologies Leadership standards.
Collect and compile customer documentation.
Continue learning about other Mixers products manufactured in Rochester.
Perform other tasks as assigned by the manager.
Help prevent product, process, and quality-system nonconformities; identify and record nonconformities and initiate or recommend solutions through designated channels.