Customer Service Specialist

ITT Inc. - English US • Irvine, CA

3d • Onsite

About The Position

The customer service specialist position is responsible for providing quality and efficient service to customers (internal and external) through the daily management of activities. This position is also responsible for determining the best method to resolve problems to ensure customer satisfaction and adherence to organization policies. Additionally, the position is responsible for assisting the manager achieving departmental goals.

Requirements

• This position requires visibility to projects that are Not Releasable to Foreign Nationals (NOFORN), including foreign governments, organizations or non-U.S. citizens, thus requiring US Citizenship.
• 5 years’ customer service experience in a manufacturing environment or equivalent
• Must posess strong SAP ERP system knowledge and experience
• Experience in customer master governance and maintenance
• Proficiency in Microsoft Excel, PowerPoint and Word
• Excellent customer service, problem solving and negotiation skills
• Ability to lead and problem solve in unstructured environments
• Strong oral and written communication skills
• This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.

Nice To Haves

• Business or Technical School (AA/AS) or Equivalent desired

Responsibilities

• Daily order processing and interaction with customers
• Partner with sales team and manufacturer representatives on leads, customer opportunities, and POS and demand analysis
• Performs customer inventory analysis to drive new stocking orders, replenishment orders, and scrap allowance
• Provide price quotes to customers per delegation of authority
• Provide customer support for product, pricing ad order status
• Present/attend customer webinars, trainings and meetings as required
• Works with customers to solve product returns, shipping inquiries and order status questions
• Provide continual evaluation of process and procedures, driving continuous improvement and customer centricity
• Assist Customer Service Manager with daily operations as required
• Subject matter expert on systems, policies, and procedures in the order to cash value stream
• Creates a high-quality work environment so team members are motivated to perform at their highest level
• Determines the best method to resolve problems and ensure customer satisfaction while adhering to organization policies
• Drives continuous improvement approach to processes and procedures, suggesting new methods to improve area operations, efficiency, and service to both internal and external customers
• Monitors and ensures achievement of departmental KPIs
• Collaborates with our distributor partners and customers to exceed service expectations and earn preferred supplier status
• Provides direction to manufacturer’s representative inside sales team to improve communications, drive best practices and ensure efficiency and compliance
• Perform other duties as assigned.

Benefits

• health insurance
• 401(k)
• short and long-term disability
• paid time off
• growth and developmental opportunities
• other incentive compensation programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree