JOB SUMMARYThe Customer Resolution Specialist is the primary contact for post-shipment issues. Provides resolution for customer complaints and drives corrective action involving the entire Lightnin product line. This position interfaces with customers, reps, Lightnin vendors and all internal departments. While working towards positive resolution, the Customer Resolution Specialist will maintain a strong focus on customer satisfaction while ensuring that Lightnin's warranty exposure is minimized. Will require regular support from supervisor or peers on methods, techniques and approaches to support post shipment issues and to properly support Lightnin warranty terms and conditions. This position requires on-site presence.
PRINCIPAL DUTIES AND RESPONSIBILITIES- Provide first-line post shipment support to Sales Representatives and customers
- Review of verbal and written communication to interpret customer needs
- Act as technical advisor to reps and customers on warranty and issue resolution
- Negotiate between Lightnin, sales reps and customers to achieve fair resolution to warranty problems while keeping within Lightnin warranty terms and conditions
- Author and initiate Warranty orders as required for replacement or repair of parts and equipment
- Manage RGA (return good authorizations)
- Maintain activity logs, schedules and performance measures using assigned tools
- Participate in overall teamwork and recommend process and functional improvements. Monitor and assist with corrective action activities.
- Engage in constructive conflict and issue resolution.
- Displays, and leads by example, the ITT Flow Technologies Leadership standards
- Collect and compile customer documentation
- Continue learning all other Mixers products manufactured in Rochester
- Perform other tasks as assigned by manager
KNOWLEDGE, SKILLS & ABILITIES- Ability to effectively present information and respond to questions from internal personnel, sales representatives, and customers.
- Mechanical / Technical knowledge of mechanical assemblies. Knowledge of Mixers and their applications is a plus.
- Ability to navigate within an ERP system (SAP)
- Software applications proficiency (MS Office, SAP, other technical applications)
- Good problem-solving skills with the ability to develop alternative solutions
- Ability to work with multi-disciplinary teams.
EDUCATION AND EXPERIENCE- 2 years hands on mechanical assembly or equivalent experience preffered.
- 2 years direct communication with customers required.
- High school and or technical degree required.
PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. While performing the duties of this job, the employee is regularly required to sit and use hands, fingers, handle or feel, talk, see, and hear. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move occasionally lift office and shop products and supplies, up to 40 pounds. Use of the appropriate PPE is required.
The employee is occasionally required to kneel, bend, stoop, walk or work in high precarious places. Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision and ability to adjust focus. PPE is required.
WORKING CONDITIONSThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job operates in a manufacturing professional office environment. The employee can be exposed to fumes or airborne particles, moving mechanical parts, vibration and loud noise level while on the production floor.
The noise level in the office work environment is usually moderate.
DISCLAIMERThe above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Anticipated salary range for this position: $67,500/yr. to $93,960/yr. The anticipated salary range is what we believe to be the likely base salary range for this position at the time of posting. Actual salary for this position will depend on relevant qualifications, skills, and experience.
QUALITYQuality encompasses all aspects of ITT Flow Technologies business, and every employee shares the responsibility to prevent the occurrence of any nonconformity relating to product, process and the quality system. All employees have an obligation to identify and record any such nonconformity, and through designed channels, initiate and recommend solutions.
