Customer Service Representative - ITT, Inc.

Position Summary:

About the Company:

ITT is currently headquartered in Stamford, CT., with employees in more than 35 countries and sales in approximately 125 countries. The company generated 2022 revenues of $2.9 billion.

 

ITT operates through three Value Centers (business units):

Motion Technologies manufactures brake components and specialized sealing solutions, shock absorbers and damping technologies primarily for the global automotive, truck and trailer, public bus and rail transportation markets;

 

Industrial Process manufactures engineered fluid process equipment serving a diversified mix of customers in global industries such as chemical, oil and gas, mining and other industrial process markets, and is a provider of plant optimization and efficiency solutions and aftermarket services and parts;

 

Connect and Control Technologies manufactures harsh-environment connector solutions, critical energy absorption, flow control components, and composite materials for the aerospace and defense, general industrial, medical, and oil and gas markets

 

ITT offers an extremely competitive benefits program. Our employees are provided medical and dental coverage, 401K savings plan, life insurance protection, sickness and accident income protection, a generous vacation and holiday program, a tuition reimbursement program, and a program that allows you to use tax-free dollars to pay for many health care and dependent care expenses.

 

Summary:

"Add Value" to our product through world class customer service and trade compliance throughout the quotation and order cycle with proper follow-up, expediting and coordinating of such parts business. Act as the single point of contact for customers and sales for the IP Repair Parts business. To support the repair parts selling initiatives of the field sales team while developing a close supportive relationship internally with fellow CSRs, with our Sales engineers in the region and customers. 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 follow up quality of Quotations. Understand & assist as needed with Order Entry, and communicate the various contacts/functions in the IP Supply Chain as well as executing to processes (ship direct, Qwik Response, special commitments, etc.) in support of meeting customer requirements.

Essential Responsibilities:

• Work to create a strong, reliable, personal business contact with direct and indirect customers to insure the CSC has s strong network with external customer contacts, building positive relationships and doing what it takes to meet and exceed customer expectations. Know your customers, understand needs vs. wants.
• Generate professionally formatted quotations/communications to our customer and distributor base.  Proactively work with customers & our sales channels to grow IP 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 IP facilities.  Due to multiple operations of IP manufacturing locations, the CSR must have product & Global supply chain knowledge.  (SFO, VPO, CDC, Pro Shops, AC Pump, ProCast).
• Must have good knowledge of IP product and be capable of answering a varying degree of technical questions.  Should be familiar with 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, beeper, and laptop for handling after-hours customer emergencies.  (Approx. 3-4 times per year over period of 7 days) Interaction with any IP facility will be required to ship parts during afterhours.
• To support fellow co-workers throughout the department. If required assist with O/E, pulling of documents via retention file or Global vault.
• Be proactive in managing customer orders to schedule date.  Negotiate required dates w/operations and be voice of the customer on critical needs.
• Compile and issue weekly performance reports to the department manager.  Reports consist of quotations, orders and regional summaries.
• Participate in presentations for customers and Distributors.  Take a lead role in presenting information on the value added service provided by the CSC,CDC & Capital spares. If applicable provide training to Distributors when required on IP processes and systems.
• Coordinate customer inventory returns.  Each CSR must work with the customer and appropriate IP 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.
• In addition to the above, the CSR must:
• Assist with freight charges for credit card orders
• Assist with EDI/Web entry order
• Assist with supplying order and shipping stat

Position Requirements:

Education: Bachelors degree in a business or technical curriculum with a year of technical or sales experience. Or an Associates degree with five years experience – Customer Service, Manufacturing Production Control or Engineering.

 

Other Skills/Knowledge/Experience:

Proficient in MS Office applications. Requires working experience of the AS400 system,

Workbench & ePRISM. Experience using internet applications. Excellent verbal and written communication and interpersonal skills. Excellent organizational and time management skills. Knowledge and experience with IP products & processes and be capable of answering a varying degree of technical questions. Should be familiar with pump conversion and material of construction and potential material substitution using retention files and reference materials within CSC library. Understanding of IP GSC and some experience with knowledge of credit, collections & GetPaid disputes.

 

* Team Player     * Quick learner

* Goal oriented   * Puts forth extra effort

* Self starter    * Well organized

* Mentoring skills *enthusiasm for work

* Effective Communications w/mgmt.

 

Safety is a core value at ITT. Our employees understand and follow all ITT safety policies and procedures, participate in workplace inspections, safety training, and in the development of job safety analyses.

 

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.

“ITT Corporation is an Equal Opportunity/Affirmative Action employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disability status, or any other characteristic protected by law.”

 

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Equal Pay Act Statement:We aim to pay our ‘ITT’ers’ fairly and competitively in the locations that they live and work. Pay-for-performance is a principle that we believe in, and employees are rewarded based not only on ‘what’ they accomplish, but also on ‘how’ they reflect ITT’s values. ITT offers a competitive salary and robust total rewards package, such as health insurance, 401(k), short and long-term disability, paid time off, growth and developmental opportunities, and other incentive compensation programs. Specific benefits are dependent upon whether or not the position is part of a collective-bargaining agreement. The salary offered to a candidate is based several factors such as candidate experience and qualifications, location, as well as market and business considerations.Equal Pay Act Range:Annual Salary Range between $54,800 - $82,200 including benefits.