Technical Customer Experience Specialist

ITW • Carol Stream, IL

3d • $28 - $30

About The Position

The Technical Customer Experience Specialist works within the Customer Experience Department, which handles sales and service administration for the North American Business Unit. The role is responsible for creating an exceptional customer experience through accurate, timely responses to customers and cross-functional teams. Success in the position requires working knowledge of industrial parts and their applications, as well as technical ability to read wiring diagrams and Bills of Materials.

The position prepares quotations, processes equipment, service, and spare-parts orders, and completes related order and service administration, including invoicing and customer updates. The specialist coordinates communication with internal and external customers, participates in ITW’s “toolbox” initiatives, and manages priorities with a focus on continual improvement. Other duties may be assigned by the manager or team leader.

Requirements

• Ability to collect information and use resources such as blueprints, schematics, Bills of Materials, and engineering software to identify required parts.
• Working knowledge of industrial parts and their applications.
• Ability to read wiring diagrams and Bills of Materials.
• Exceptional critical-thinking skills, including the 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 belief that “Better” is a daily possibility.
• Willingness to take on tasks outside the usual workflow when needed.
• Excellent verbal and written communication skills; confidence communicating with internal and external individuals at all levels; excellent telephone manners.
• Ability to work independently and as part of a team in a fast-paced environment.
• High proficiency with Excel, SharePoint, and other Microsoft Office applications.

Nice To Haves

• Previous related inside sales or customer support experience with 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 checking shipping and billing information, entering order details accurately, creating invoices, and handling 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 external and internal customers to resolve inquiries accurately and promptly.
• Proactively participate in ITW’s “toolbox” initiatives.
• Set and manage priorities while focusing 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