What are the responsibilities and job description for the Technical Sales Support Representative position at ITT Inc. - English US?
About ITT::
Other Skills/Knowledge/Experience:
ITT is an industrial manufacturer of critical, engineered components that serve fast-growing end markets in transportation, flow, energy, aerospace and defense. The company’s differentiation is sustained through a combination of several factors: execution, the quality of its leadership and our DNA as an engineering leader. We have a clear purpose as an organization: to provide our customers with cutting-edge solutions to help solve their most critical needs.
The company generated 2023 revenues of $3.3 billion and is comprised of three distinct segments:
- Motion Technologies ($1.5B revenue) is a global leader in brake pads, shock absorbers and sealing solutions for the automotive and rail markets
- Industrial Process ($1.1B revenue) is a global leader in centrifugal and twin-screw pumps for the chemical, energy, mining and industrial markets
- Connect & Control Technologies ($0.7B) is a niche player in harsh environment connectors and control components in critical applications for the aerospace, defense and industrial markets.
ITT is headquartered in Stamford, Connecticut with over 10,000 employees in more than 35 countries and sales in approximately 125 countries.
Position Summary:
Overview:
"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
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.
