Customer Service Representative

MTS Systems Corporation is a leading global supplier of test systems and industrial position sensors. The Company's testing hardware and software solutions help customers accelerate and improve their design, development, and manufacturing processes and are used for determining the mechanical behavior of materials, products, and structures. MTS' high-performance position sensors provide controls for a variety of industrial and vehicular applications.

Imagine working with a highly collaborative team of experienced service, marketing and sales professionals, engineers and technicians who work on a variety of projects supporting the exciting sensors solutions we build. As a Customer Service Representative for sensors, you are responsible for servicing global accounts to ensure customer orders and inquiries are responded to efficiently and professionally. As a key representative of MTS, you will work in partnership with outside sales teams to grow and develop the existing customer base, obtain new customers and achieve sales goals and margin targets through the exceptional service provided. This is a full-time position based in Cary, North Carolina. We are looking for a motivated, high energy, top performer with excellent communication skills to work in a fast-paced, customer-centric and team-oriented environment.

* Processes product orders by entering them into capacity planning system for manufacturing planning. Maintains contact with distributors/customers on status of orders and expedites paperwork as needed. * Enters new accounts and leads in sales leads database. Updates information as needed. Also, uses software to provide price quotes to customers and sends copies to Sales Engineers for follow up. * Acts as a liaison between company and customers to provide courteous, accurate and prompt responses to all customer inquiries. Works with other departments to find business feasible solutions to best meet customer needs. Uses sound judgment to make decisions regarding problem resolution outside of standard procedures. Advises Sales Engineer of any problems or issues within the territory and tracks important sales issues. * Provides product expertise to support sales efforts by converting discontinued products to current models along with accessory information. Generates new and repeat sales by providing product and technical information in a timely manner. * Provides expert compliance knowledge with regard to import and export regulations. * Investigates customer complaints, identifies root cause of the issue, documents problems, and coordinates solutions. Works with appropriate department managers to resolve these issues. Authorizes and processes any Credit Returns resulting from these problems. Assigns RMA for product returns for credit. * Updates and maintains Customer Master List to document discounts, pricing agreements or other special instructions. Informs Sales Engineers, distributors and OEM's of these and other changes such as procedures, prices, products and new products to keep all users well informed and up to date. Responsible for review and approval of customer contracts (Purchase Orders). * Provides monthly reports to Customer Service Manager, Sales Engineer and other key personnel detailing all activity, accounting issues, Point of Sale Report status, problems and resolutions for territory accounts. Other reports may be required. * Knows and applies the division's quality policy and procedures of ISO 9001 as it relates to area of responsibility and the organization. Follows all standard operating procedures as prescribed and notifies appropriate personnel of any non-conformance.

**Basic Qualifications:** * High School diploma or equivalent * 4+ years of Customer Service experience * 4+ years of experience servicing international/global accounts * Experience with an Enterprise Resource Planning (ERP) system **Additional Qualifications:** * Proficiency with a second language is desired * Experience working in a technical environment or with technical products * Demonstrated ability to communicate well, both verbally and in writing, in person, and over the phone * Excellent data entry skills and attention to detail * Basic math skills and ability to comprehend and follow instructions * Problem solving and analytical ability * Technical aptitude * Ability to work independently with excellent organizational skills * Ability to multi-task by managing time and adapting to changing priorities * Proficient in Microsoft Office * Ability to travel - may travel to distributor and customer sites as needed to provide training and support, as well as problem solving to promote MTS policy to provide the best customer service in the industry