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Technical Sales Support Representative I

Job Description
ITT Goulds Pumps - Technical Sales Support Representative
The Technical Sales Support Representative manages the day to day customer relations and supports the Outside Sales Representatives. Client management includes: developing sales quotations and pricing, entering sales orders, resolving client issues and answering inquires. The person fulfilling this position must exercise sound judgment and have the ability to work on multiple projects simultaneously. Excellent customer service skills are essential, as this role serves as a critical link between client needs and ITT Goulds Pumps. (Location: Seneca Falls, NY)
ITT Goulds Pumps is among the most widely recognized and respected brands in the global pump industry, serving customers in the oil and gas, mining, power generation, chemical, pulp and paper, and general industrial markets. As the only manufacturer to make digital monitoring standard on every process pump, ITT Goulds Pumps continues to lead the industry in both mechanical pump design and the adoption of smart technologies.
Essential Duties and Responsibilities:
Act as the point of contact for clients and sales for products.
Responsible for providing status updates on units to direct & indirect sales teams.
Fields phone calls & e-mails, regarding pump status, expedite requests, and general information.
Primary responsibility will be to provide status reports as required, coordinating customer visits for order review, witness testing and inspections & providing superior customer service.
The TSSR is responsible for customer satisfaction regarding orders, delivery performance, and quality.
Works closely with Order Entry, Scheduling, Engineering, Purchasing, Documents, Materials, Manufacturing, Quality Assurance and Traffic.
This position provides the voice of the customer feedback to operations through daily production meetings.
Acts as the liaison between Sales, Materials, Production & Contract Administration for FOCI/FOCN inquiries.
Responsible for reviewing, entering, and confirming sales orders.
Responsible for the overall coordination of internal resources to fulfill customer purchase orders from order entry through shipment.
This includes working with the engineering, production, planning, and shipping departments.
Assists field sales personnel with product application problems; advises field of any changes in prices or products by supplying updated technical and/or pricing information.
Demonstrates knowledge of product applications and competition to aid in product selection, bid preparation, user lists, etc.
Conducts costing analysis as required to make effective business decisions.
Provides support to customers regarding products, orders, and deliveries via the telephone and/or email as needed.
Studies and recommends standardization or changes to procedures to improve efficiency of all applicable processes.
Expedites and troubleshoots orders in-house as required.
Directs customers to proper distribution channels.
Addresses customer complaints and resolves them promptly and efficiently.
Assists with resolutions of customer return material, warranty issues, and resolution of customer invoice and payment issues.
Responsible for fostering a team atmosphere and a professional environment
Performs other duties as assigned.
Skills and Experience
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mso-list:l2 level1 lfo1;mso-hyphenate:none;tab-stops:-.5in">Symbol">? Ability to turn a negative situation into a positive situation.
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mso-list:l2 level1 lfo1;mso-hyphenate:none;tab-stops:-.5in">Symbol">? Ability to exceed customer expectations in terms of level of effort & service for each inquiry.
margin-left:.5in;margin-bottom:.0001pt;text-indent:-.25in;line-height:normal;
mso-list:l2 level1 lfo1;mso-hyphenate:none;tab-stops:-.5in">Symbol">? Ability to interpret customer requirements & their impact to lead time and provide customers with alternatives that allows the organization to meet the requirement.
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none;tab-stops:-.5in">Education:
0in;margin-left:.5in;margin-bottom:.0001pt;text-indent:-.25in;mso-list:l0 level1 lfo3;
mso-hyphenate:none;tab-stops:-.5in">Symbol">? 4 year degree in a business or technical curriculum with a year of technical or sales experience
0in;margin-left:.5in;margin-bottom:.0001pt;text-indent:-.25in;mso-list:l0 level1 lfo3;
mso-hyphenate:none;tab-stops:-.5in">Symbol">? 2 year degree in business or technical curriculum with five years' experience
0in;margin-left:.5in;margin-bottom:.0001pt;text-indent:-.25in;mso-list:l0 level1 lfo3;
mso-hyphenate:none;tab-stops:-.5in">Symbol">? High School degree with 9 or more years of experience
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Experience:
Customer Service, Manufacturing Production Control or Engineering.
Other Skills/Knowledge/Experience:
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mso-list:l1 level1 lfo2;mso-hyphenate:none;tab-stops:-.5in list .25in">Symbol">? Strong AS400 knowledge/skills
margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in;line-height:normal;
mso-list:l1 level1 lfo2;mso-hyphenate:none;tab-stops:-.5in list .25in">Symbol">? Superior interpersonal skills
margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in;line-height:normal;
mso-list:l1 level1 lfo2;mso-hyphenate:none;tab-stops:-.5in list .25in">Symbol">? Excellent Customer Service Skills
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mso-list:l1 level1 lfo2;mso-hyphenate:none;tab-stops:-.5in list .25in">Symbol">? Proficient in MS Office applications
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mso-list:l1 level1 lfo2;mso-hyphenate:none;tab-stops:-.5in list .25in">Symbol">? Excellent verbal and written communication skills
margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in;line-height:normal;
mso-list:l1 level1 lfo2;mso-hyphenate:none;tab-stops:-.5in list .25in">Symbol">? Excellent follow-up skills
margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in;line-height:normal;
mso-list:l1 level1 lfo2;mso-hyphenate:none;tab-stops:-.5in list .25in">Symbol">? Excellent organizational and time management skills
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mso-list:l1 level1 lfo2;mso-hyphenate:none;tab-stops:-.5in list .25in">Symbol">? Knowledge and experience with Goulds PPD products including pump operation and design or a demonstrated mechanical aptitude to quickly acquire this knowledge
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mso-list:l1 level1 lfo2;mso-hyphenate:none;tab-stops:-.5in list .25in">Symbol">? Strong negotiating skills
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mso-list:l1 level1 lfo2;mso-hyphenate:none;tab-stops:-.5in list .25in">Symbol">? Knowledge and experience in credit and collections work
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mso-list:l1 level1 lfo2;mso-hyphenate:none;tab-stops:-.5in list .25in">Symbol">? Familiarity with domestic shipping terms & conditions
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mso-list:l1 level1 lfo2;mso-hyphenate:none;tab-stops:-.5in list .25in">Symbol">? Understanding of Procurement process
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mso-list:l1 level1 lfo2;mso-hyphenate:none;tab-stops:-.5in list .25in">Symbol">? Knowledge of company organization
margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in;line-height:normal;
mso-list:l1 level1 lfo2;mso-hyphenate:none;tab-stops:-.5in list .25in">Symbol">? Knowledge of RMA Process (Return Material Authorization)
margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in;line-height:normal;
mso-list:l1 level1 lfo2;mso-hyphenate:none;tab-stops:-.5in list .25in">Symbol">? Provide coverage for Supervisor as needed
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mso-list:l1 level1 lfo2;mso-hyphenate:none;tab-stops:-.5in list .25in">Symbol">? Know & anticipate end user needs on a customer by customer basis
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mso-list:l1 level1 lfo2;mso-hyphenate:none;tab-stops:-.5in list .25in">Symbol">? Ability to work well in a high pressure environment
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mso-list:l1 level1 lfo2;mso-hyphenate:none;tab-stops:-.5in list .25in">Symbol">? Excellent Teamwork skills

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