Technical Sales Support Representative

ITT Inc. (NYSE: ITT) is a diversified global leading manufacturer of highly engineered critical components and customized technology solutions serving the flow, aerospace and defense, transportation, industrial, and energy markets. Through operational execution, innovation, and disciplined capital deployment, ITT partners with its customers to deliver enduring solutions to key industries that underpin our modern way of life. Headquartered in Stamford, Connecticut, ITT has a market cap of roughly $20 billion and employs more than 15,000 people across 40 countries.

About the role

To ‘Add Value’ to our product through world-class customer service throughout the quotation, follow-ups, order, and expediting process for our parts business. Act as the single point of contact for customers and sales for the Industrial Process Group (IPG) Repair Parts business. Support the repair parts selling initiatives of the field sales team while developing a close supportive relationship with each field engineer in the region. The CSR is responsible for customer satisfaction regarding quotes, orders, delivery performance, and quality, and will mentor and train in areas of quotations, follow-ups, and order entry.

Responsible for a sales territory with $35-45 million in sales per year and processing over 7,000 orders annually.

Responsibilities

• Create strong, reliable personal business contacts with largest distributors, direct, and nuclear customers to meet and exceed customer expectations.
• Generate professionally formatted quotations and communications for a global customer and distributor base.
• Proactively work with customers to grow IPG parts order volume.
• Work closely with sales contacts and customers to understand competitive influences in regions; advise sales and CS management of critical information impacting buying habits.
• Coordinate all customer requests with all IPG facilities, requiring detailed product supply chain knowledge (SFO, VPO, CDC, Pro Shops, ProCast, and other acquired models).
• Answer technical questions regarding IPG products, including pump configuration, conversion, material of construction, and substitutions using retention files and reference materials.
• Create and utilize a productive follow-up process for open quotations; be capable of closing the sale.
• Resolve customer disputes related to shipment errors, pricing, and issues resulting in non-payment or returns.
• Use the GetPaid system to interact with sales, customers, FRC, and operations to resolve disputes.
• Serve on the after-hours team, handling emergencies approximately 3-4 times per year (requires cell phone and laptop).
• Proactively manage customers’ orders to schedule dates; negotiate required dates with operations and advocate for critical customer needs.
• Participate in meetings and present information on value-added services provided by the CSC and CDC.
• Provide training to distributors and sales engineers on IPG processes and systems.
• Coordinate customer inventory returns, handling all paperwork and pricing corrections.
• Apply additional hours as needed to maintain world-class customer service and back up fellow CSRs during absences.
• Assist with freight charges for credit card orders, EDI/ePrism entry, supplying shipment tracking numbers, and order entry for co-workers.

Requirements

• Bachelor’s degree in a business or technical curriculum with one year of technical or sales experience, or an Associate’s degree with five years’ experience in customer service, manufacturing production control, or engineering.
• Proficient in MS Office applications.
• Strong working experience with AS400 system, ePrism, and other supporting programs.
• Excellent verbal and written communication and interpersonal skills.
• Proficient organizational and time management skills.
• Knowledge and experience with Goulds IPG products, including pump operation and design, or demonstrated mechanical aptitude to quickly acquire this knowledge.
• Knowledge and experience in credit and collections work.
• IPG product supply source knowledge.

Pay

Annual salary range: $58,400 to $87,000, plus benefits and incentive plans. Pay is based on candidate experience, qualifications, location, and market considerations. ITT offers a competitive total rewards package, including health insurance, 401(k), short- and long-term disability, paid time off, growth opportunities, and incentive compensation programs. Specific benefits may vary based on collective-bargaining agreements.