Technical Sales Support Representative

ITT Inc. - English US•Seneca Falls, NY

8d•$58,400 - $87,000•Onsite

About The Position

To ‘Add Value’ to our product through world class customer service throughout the quotation, follow ups, order, and expediting process for our parts business. Act as the single point of contact for customers and sales for the Industrial Process Group (IPG) Repair Parts business. To support the repair parts selling initiatives of the field sales team while developing a close supportive relationship with each field engineer in the region. The CSR is a link in understanding and translating to our business system the technical and commercial repair parts requirements. The CSR is responsible for customer satisfaction regarding quotes, orders, delivery performance, and quality. To act as a mentor and trainer in the areas of Quotations, follow ups, Order Entry, and communicate the various contacts/functions in the IPG Supply Chain. Will be responsible for a sales territory with $35-45 million in sales per year and processing > 7,000 orders per year.

Requirements

Bachelor’s degree in a business or technical curriculum with a year of technical or sales experience. Or an Associate’s degree with five years’ experience – Customer Service, Manufacturing Production Control or Engineering.
Proficient in MS Office applications.
Strong working experience of the AS400 system, ePrism, and other supporting programs.
Excellent verbal and written communication and interpersonal skills.
Proficient organizational and time management skills.
Knowledge and experience with Goulds IPG products, including pump operation and design, or a demonstrated mechanical aptitude to quickly acquire this knowledge.
Knowledge and experience in credit and collections work.
IPG Product supply source knowledge.

Responsibilities

Work to create a strong, reliable, personal business contact with our largest distributors, direct and nuclear customers to ensure the CSC is making regular contacts, building positive relationships and doing what it takes to meet and exceed customer expectations. Know your customers.
Generate professionally formatted quotations/communications to our global customer and distributor base. Proactively work with customers to grow IPG parts order volume.
Work closely with sales contacts and customers to understand the influence of competition in regions. Advise sales and CS management of any critical information that would impact customers buying habits.
Coordinate all requests by customers with all IPG facilities. Due to multiple operations of IPG manufacturing locations, the CSR must have detailed product supply chain knowledge. (SFO, VPO, CDC, Pro Shops, ProCast and other models acquired by ITT.)
Must have good knowledge of IPG product and be capable of answering a varying degree of technical questions. Should be familiar with pump configuration, pump conversion and material of construction and potential substitutions using the retention files and reference materials in the CS Library.
Create and utilize productive follow-up process for open quotations. Must be capable of closing the sale.
Be responsible for solving customer disputes as it relates to errors in shipment, prices and related issues that result in non-payment or a requirement to return parts. Be knowledgeable in the GetPaid system and interact with Sales, customers, the FRC and operations to successfully resolve disputes.
Be a member of the after-hours team. Each CSR carries a cell phone, and laptop for handling after-hours customer emergencies. (Approx. 3-4 times per year). Interaction with any IPG facility will be required to ship parts after hours.
Be proactive in managing customers’ orders to schedule date. Negotiate required dates w/operations and be voice of the customer on critical needs.
Participate in meetings and dialogue with customers and Distributors. Take a lead role in presenting information on the value-added service provided by the CSC and CDC. Provide training to Distributors and Sales Engineers when required on IPG processes and systems.
Coordinate customer inventory returns. Each CSR must work with the customer and appropriate IPG facility when inventory is required to be returned. All paperwork and pricing corrections are handled by the CSR to resolve such situations in a timely manner.
Apply additional hours when needed to maintain world class customer service and be responsible to back up fellow CSR’s when absenteeism arises within department.
Assist with freight charges for credit card orders
Assist with EDI/ePrism entry
Assist with supplying shipment tracking numbers
Assist with order entry for co-workers when needed