Technical Customer Experience Specialist

ITW • Carol Stream, IL

1d

About The Position

The Customer Experience Representative works within the Customer Experience Department, which focuses on sales and service administration for the North American Business Unit. The role is responsible for creating an exceptional customer experience by providing accurate and timely responses to customers and cross-functional teams. A working knowledge of industrial parts and their applications is essential, as is the technical ability to read wiring diagrams and Bills of Materials.

The position prepares quotations and processes orders for standard equipment, service, and spare parts. It also handles related administration, including order details, invoicing, customer updates, shipping notifications, tracking information, and service administration. The successful candidate coordinates communication and inquiry resolution, manages priorities independently, and participates in continual-improvement initiatives. Other tasks may be assigned by the manager or team leader.

Requirements

• Ability to use blueprints, schematics, Bills of Materials, and engineering software to identify required parts.
• Technical ability to read wiring diagrams and Bills of Materials.
• Exceptional critical-thinking skills and ability to independently determine requirements and carry requests through to resolution.
• Exceptional attention to detail and ability to triage competing priorities while maintaining efficiency and quality.
• Positive, optimistic approach and willingness to take on tasks outside the usual workflow.
• Excellent verbal and written communication skills, including confidence communicating with internal and external individuals at all levels.
• Excellent telephone manners.
• Ability to work both independently and as part of a team in a fast-paced environment.
• High proficiency in Excel, SharePoint, and other Microsoft Office applications.

Nice To Haves

• Previous related experience in inside sales or customer support for major industrial suppliers or distributors.
• Hands-on experience in field service support, technical repair, or an industrial trade.

Responsibilities

• Prepare quotations for spare parts and service calls using proprietary software.
• Process sales orders for standard equipment, service, and spare parts, including verifying shipping and billing information, entering order details accurately, and creating invoices.
• Complete order administration, including customer updates, shipping notifications, and tracking information.
• Complete service-related administration, including logging service visit requests, entering service orders, and invoicing.
• Coordinate effective communication with internal and external customers to ensure accurate and timely resolution of inquiries.
• Participate proactively in ITW's 'toolbox' initiatives.
• Set and manage priorities with a focus on continual improvement.
• Complete other tasks assigned by the manager or team leader.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed