What are the responsibilities and job description for the Customer Service Analyst position at ITT, Inc.?
Position Summary:
Customer Service Specialist
As a member of our customer service team you will be an integral team member to be a liaison between customers and various internal departments on product and order related issues. You will be asked to exceed customer expectations in the processing of orders, providing pricing and delivery information, answering questions pertaining to shipments, and the handling all other inquiries.
Essential Responsibilities:
Essential Responsibilities:
- Communicates via inbound and outbound telephone calls with consumers.
- Uses available time effectively and with sensitivity to time priority so that revenue-critical tasks always take precedence over administrative processes.
- Provides prompt resolution to customer inquiries by providing appropriate and accurate information.
- Assists with the implementation of processes, methods and procedures for consistent and efficient on-time delivery.
- Investigates and resolves claims or complaints by collecting and analyzing information. Coordinates with relevant functions on technical and/or quality issues; resolves customer complaints concerning deliveries, invoices or billing discrepancies.
- Maintains diplomacy and tact when dealing with upset or escalated calls.
- Proactively anticipates customer needs, recognizes opportunities and refers customers to appropriate staff for product sales or problem resolution.
- Communicates daily with Outside Sales Managers to maintain a cohesive relationship.
- Administer customer requirements via customer web portals.
- Accepts and completes any special projects and assignments that are not principal duties of this position but are in line with the goals and objectives of this department and Division.
Skills & Experience:
- Strong data entry skills
- Accuracy of data
- Strong phone skills – will be speaking with customers regarding delivery, quality, lead times and availability
- Strong communication and organization skills
- Willingness to wear ‘many hats’ while working in a manufacturing business
- Strong computer application skills, including Excel and Outlook
- Preferred experience with SAP or comparable ERP system
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