Customer Experience Specialist in Norwood at ITW Test & Measurement and Equipment

Date Posted: 1/29/2020

Job Snapshot

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Job Description

Customer Experience Specialist - Norwood, MA
As a vital member of the Service Organization, the Customer Experience Specialist is responsible for providing exceptional support to Instron customers and Field Service Engineers. As the initial point of contact for all incoming service-related inquiries, this position has the responsibility of working efficiently with a wide variety of Instron employees and departments to maintain the highest level of customer satisfaction.
Principle Duties & Responsibilities:
  • Establishes, organizes, and maintains confidential customer information in global Service Management and CRM/IFS Sales databases
  • Responsible for opening and distributing Technical Support, Onsite Service, and Factory Return Material Authorization (RMA) calls
  • Maintain knowledge of Instron related products and services
  • Responsible for quoting and processing requests for pre and post move calibrations, post-repair calibrations and onsite repair services
  • Processes all service-related billing including but not limited to calibration, repair, and RMA paperwork
  • Daily monitoring of CRM/IFS Sales databases to process, transfer, and track status of all new Machine or Over the Counter (OTC) orders into global Service Management database
  • Provides continuous coverage of all incoming telephone calls for the Service Department and redistributing appropriately
  • Responsible for establishing and maintaining a professional and responsive relationship with assigned Regional Service Manager and Field Service Engineers
Knowledge, Skills, and Abilities Required:
  • Ability to multitask and pay close attention to detail
  • Eager to learn quickly and able to follow directions closely
  • Strong work ethic with a positive and friendly attitude
  • Solid written and verbal communication skills
  • Strong organizational and problem-solving skills
  • Must be receptive to change and able to adapt as necessary
  • Strong telephone and computer skills, with specific proficiency in Microsoft Office
  • Must be able to show confidence and portray strong decision-making skills
  • Able and willing to work extended hours as necessary
  • Ability to take ownership and follow through a task to completion in a timely manner
Educational / Experience Requirements
  • High School Diploma required. Associate’s or Bachelor’s degree preferred
  • At least 3 to 5 years’ experience in an administrative support role
  • At least 1 year of customer support experience
    Take this opportunity to join a successful team where you can make an immediate impact.  Enjoy excellent on and off the job training, a competitive salary, and a generous benefits package that includes health, dental, life and LTD insurance, 401k (with match), and a 100% tuition reimbursement program.