Customer Service Specialist at ITT Inc. in Westminster, South Carolina

Job Description:

Position Summary



The Customer Service Specialist is responsible for responding to all inquiries by customers, in all forms with the best interest of the company and the customer at all times. The CSR will support the sales organization and their efforts to assist the company in achieving its shipments and booking goals. The CSR will coordinate with individuals in the Sales, Engineering, Production, and Accounting departments to ensure that those individuals are aware of the customers' needs and are clear on the priority for each issue.


About ITT and Compact Automation:


ITT's Compact Automation Products offers highly engineered, reliable and innovative solutions with the smallest footprint to force ratio, for a wide variety of industrial markets globally. Since 1974, our team of world-class engineers have produced standard and custom cylinders for a multitude of unique applications. Our extensive product range is comprised of high-quality Air Cylinders, Turn-Act rotary actuators, Grippers, Slides, Guided Cylinders, Air Springs, Electric Actuators, Hydraulic Cylinders and Custom Actuators. We put our customers first with quotes within 24 hours, ongoing distributor support with engineers in the field, and expansive manufacturing capabilities, which include a fully automated anodizing line that allows our team to produce both standard and custom cylinders along with engineered solutions quickly. With just over 100,000 unique custom solutions in the field, and no minimum order requirements "if you can imagine it, we can build it".


ITT offers a very attractive benefits program. Our employees enjoy 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.


Safety is a core value at ITT / Compact Automation. Our department managers/supervisors play a critical role in creating and maintaining a safe workplace for our employees by following all ITT safety policies and procedures and by observing employees to ensure that safety procedures are followed.



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.


Essential Responsibilities

• Respond to all incoming customer calls including those requiring technical responses
• Effectively manage changing workloads and requirements as necessary to meet the priorities of the company, department and customer
• Maintain accurate records and exhibit an attention to detail in correspondence and database entries
• Identify competitive products and provide interchange solutions
• Receive and process orders, maintain customer account information, follow up on customer leads, expedite orders following processes required by location and preparation of quotes for price and delivery.
• Maintain, update and revise as needed position work instructions, informational tools and reports
• Function under the guidance of ITT ISO policy and procedures
• Interact with US and International customers and distributors via phone, fax, and e-mail
• Interact with production planning, purchasing, engineering, shipping, and production floor supervisors to complete daily tasks.
• Handling and processing returned goods as well as customer complaints
• Efficient use of Oracle Computer System, as well as basic PC skills including MS Word, Excel, Outlook and Access
• Supports the sales process by completing assigned sales-oriented tasks and communicating daily sales activities, e-mailing literature, quotes, sales forecasts, provide technical data to customers, research lead times, etc
• Willingness to accept special assignments and completing them independently, correctly, and in a timely manner.

• Timeliness and efficiency of customer orders, RMAs and credits.
• Timely responses to customer requests, internal and external.
• Accuracy of technical information dispersed to customers.
• Timeliness of specially assigned tasks.
• Excellent phone skills

• High school degree or GED (Associates degree in a Business field preferred)
• Minimum of 2 years' experience in customer service and inside sales
• Previous experience utilizing Oracle (or similar system)
• Proficiency using a personal computer and Microsoft Office products (Word, Excel, Outlook)
• Ability to read and interpret technical documents such as application and product drawings, catalogs and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively with customers or employees of organization.
• Experienced with multiple phone line management

• Outstanding communications and inter-personal skills (verbal and non-verbal)
• Pleasant personality, courteous and professional
• Passion for Customers and Customer Service - a true Customer Advocate
• Ability to manage multiple priorities effectively
• Flexible