Customer Experience Specialist

Job Description

Smart people. Smart ideas. Smart choice. MTS is a leading global supplier of test and simulation systems. Formula 1 teams, leading automotive and aerospace companies, and the world's top researchers in materials and seismic engineering all rely on our systems to determine product reliability and ensure compliance with quality standards. Check out some of our amazing technology here:

As an ITW company, MTS is part of a Fortune 300 global manufacturing leader with 49,000 employees across 56 countries, offering career development opportunities not just within MTS but across the ITW enterprise.

We're looking for a Customer Experience Specialist who will provide operational support for the sales process to ensure accurate and timely order management while delivering exceptional customer support. Acting as a liaison between customers, Account Managers, and internal teams, this role facilitates smooth order entry, documentation, and fulfillment. The Specialist maintains strong customer relationships through responsive communication, problem resolution, and champions MTS Value Propositions in every customer interaction.

• Serve as a point of contact for customers with issues or concerns across equipment orders, deliveries, parts, installation and technical inquiries, etc. — ensuring resolution through to completion
• Champion MTS Value Propositions, ensuring customers consistently understand the full scope of MTS capabilities
• Identify recurring customer pain points and elevate findings with recommended process improvements
• Execute process improvement initiatives as directed by the manager, participating in cross-functional implementation efforts

• Participate in cross-functional initiatives, collaborating with sales, engineering, manufacturing, field service and other team members to resolve customer needs and drive root cause analysis
• Partner with Account Managers to support pre-sale qualification and lead distribution from trade shows, website inquiries, phone calls, etc.
• Facilitate customer requirements for quality forms, financial documentation, and government registrations — individually or in support of Account Managers
• Support internal process development by documenting workflows, identifying gaps, and proposing standardized solutions

• Support accurate and timely order entry and account management, including data entry and account maintenance
• Aid in the coordination on high-priority and rush orders
• Maintain CRM record standards, ensuring all orders, customer interactions, and status updates are current and actionable
• Maintain a level of product and service knowledge to support order-related inquiries and ensure recommendations align with customer requirements

• Provides Global Licensing Operations support by Manages license key generation, modification, and licensing databases to support hardware changes and entitlements, while providing licensing/entitlement support to internal and external customers worldwide
• Maintains SAP Installed Base records, software part numbers, and BOM updates, while ensuring distribution complies with MTS's legal and compliance requirements
• Partners with product managers to prepare and communicate new software version releases to customers

• Identify and implement process improvements to streamline customer portal management and enhance the user experience
• Maintains 2FA/MFA across various customer portals, monitors subscription renewals based on order activity, tracks associated fees and ensures ongoing compliance and access
• Own and Maintain master-level portal credentials, partnering with IT to…