Customer Support Administrator Jobs (NOW HIRING)

Job Description:

Instron is a global organization that designs, manufactures, sells and services mechanical testing systems. 

Have you ever wondered how a potato chip always has the right crispiness level? Or, how your game controller will survive several drops whether you are excited for your win or upset by a loss? How about eyewear being able to withstand impact forces? Visit Instron’s YouTube Channel  to see our customer’s applications or watch our Culture video at https://www.youtube.com/watch?v=1IC97HOKN-Y. Check out Facebook Watch at https://fb.watch/a8ILPde4GP/ for additional videos.

Our systems are trusted by 95% of the world’s largest manufacturing companies to gather critical data, informing the design of components and materials. You will find that our established strength, commitment to our core values and team focus provides an engaging work environment and offers exceptional opportunities for personal and career development.

The Sales Support Administrator for the Americas Sales organization provides administrative support to all members of their assigned team and shares accountability for their assigned team’s sales quotas. Sales Support Administrators play an important role in ensuring customer satisfaction through the accuracy and efficiency of their work. They often act as a liaison on behalf of their assigned sales team and customers when dealing with other departments to ensure customer’s needs and demands are being met. 

Principal Duties & Responsibilities:

• Performs administrative duties that may encompass scheduling customer visits for Sales Engineers, qualifying leads for systems and accessories inquiries, assisting in quotation follow-up with customers, creating quotations with assistance of your Sales team, facilitating mail/email campaigns, executing sales product seminars and the mailing of product literature and promotional items to customers.  

• Accurately processes orders and oversees the order process by handling the review of purchase order terms, communicating the order acknowledgement, order status, delivery details and ensuring that all relevant order details are updated within our CRM systems. 

• Assists in the creation and submission of customer proposals while working with the Contracts Administrator.

• Handles a wide variety of situations and conflicts by effectively communicating the needs and concerns of the customer which may require escalation when appropriate.

• Provides sales telephone queue coverage by screening incoming telephone calls and answering customer inquiries on pricing, product lead times, delivery status, and any shipping or service issues related to orders.

• Maintains purchase orders, customer documents and files in accordance with our ISO guidelines while ensuring the data integrity of our CRM system.

Knowledge, Skills, & Ability Required:

• 3 - 5 years of prior administrative experience and Associates degree preferred.

• Prior customer support experience, fielding and resolving inquiries in a well-structured professional manner.

• Ability to follow directions accurately and finish tasks in a timely manner.

• Solid written and verbal communication skills. 

• Strong organizational skills, attention to detail, problem solving and solid judgment are essential. 

• Telephone and interpersonal skills are required to ensure calls are managed in a timely, friendly and courteous manner.  

• Collaborates with a diverse group of individuals while showing independence in balancing and prioritizing their requests. 

• Requires experience at handling multiple work assignments concurrently and independently.

• Ability to adjust readily to change and adapt as needed.

• Forging strong relationships with customers.

• Extended hours on an as needed basis.

• Proficient in using MS Office Applications; such as Word, Excel, Outlook and PowerPoint. 

Working Conditions: Office environment

Reporting Relationship: Reports to Sales Support Manager

Compensation Information:

This position has a starting salary range of $29.00 to $32.00 per hour. Pay is determined by several factors, including a candidate’s experience, relevant skills, and qualifications.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.