Inside Sales and Customer Support Specialist

Position Summary

The Inside Sales and Customer Support Representative will serve as a key point of contact for customers, providing exceptional service and support throughout the sales cycle. This role involves managing customer inquiries, processing orders, coordinating with internal departments, and supporting the sales team to ensure timely and accurate delivery of products and services.

Essential Responsibilities

Respond promptly to customer inquiries via phone, email, and web portals.
Prepare and follow up on quotes, proposals, and sales orders.
Review customer purchase orders for completeness, accuracy, and alignment with quoted terms, including pricing, lead times, and part numbers.
Generate and send formal order acknowledgements to customers, confirming receipt and details of purchase orders.
Provide accurate product delivery dates and proactively communicate any changes or delays.
Coordinate with production to obtain customer commit dates and ensure alignment with delivery expectations.
Work with the finance team to ensure product pricing is current and accurately reflected in quotes and order confirmations.
Participate in meetings with customers to review order status, delivery schedules, and address any concerns or special requirements.
Maintain accurate records of customer interactions, transactions, and feedback in the CRM system.
Coordinate with engineering, production, and quality teams to ensure customer requirements are met.
Track order status and proactively communicate updates to customers.
Assist in resolving customer issues, complaints, and returns in a professional and timely manner.
Support outside sales representatives with lead generation, account management, and reporting.
Understand and communicate technical product specifications and capabilities.
Ensure compliance with ITAR, EAR, and other applicable regulations.
Participate in continuous improvement initiatives to enhance customer satisfaction and operational efficiency.

Other duties as assigned by the Customer Service Manager.

Position Requirements

Associate or bachelor's degree in business, engineering, or related field preferred.
2+ years of experience in inside sales or customer support, preferably in aerospace, defense, or manufacturing.
Strong understanding of sales processes and customer service best practices.
Excellent communication and interpersonal skills.
Proven ability to multi-task effectively in a fast-paced, deadline-driven environment while maintaining attention to detail.
Proficiency in CRM systems (e.g., Salesforce, HubSpot) and Microsoft Office Suite.
Ability to read and interpret technical drawings and specifications is a plus.
Familiarity with ERP systems (e.g., SAP, Oracle, Epicor) is desirable.
U.S. Citizenship or other qualification as a "U.S. Person" required due to defense-related projects and ITAR regulation.

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Equal Pay Act Statement

We aim to pay our 'ITT'ers' fairly and competitively in the locations that they live and work. Pay-for-performance is a principle that we believe in, and employees are rewarded based not only on 'what' they accomplish, but also on 'how' they reflect ITT's values. ITT offers a competitive salary and robust total rewards package, such as health insurance, 401(k), short and long-term disability, paid time off, growth and developmental opportunities, and other incentive compensation programs. Specific benefits are dependent upon whether or not the position is part of a collective-bargaining agreement. The salary offered to a candidate is based several factors such as candidate experience and qualifications, location, as well as market and business considerations.

Equal Pay Act Range

Hourly rate is from $26.83 to $39.90, plus a benefits plan.