Customer Advocate

Company Description

* SMART PEOPLE   * SMART IDEAS   * SMART CHOICE

A thriving environment for learning, innovation and growth.

Why do so many people join MTS Systems Corporation and stay for a career? Because this is a place where you get to apply your creativity, work with smart people on fascinating projects, and make a positive impact on people’s lives. It is a place where you can learn, innovate and grow professionally.

Transforming what’s possible with cars, aircraft, bridges, wind turbines and space-age materials — this is work we dream about as kids. At MTS, it’s a rewarding career path for talented individuals who are willing to work hard, think hard, and commit to solving complex and critical challenges for our customers around the world, many of whom are leaders in their respective industries.

By joining MTS, you’ll have access to the latest tools and technologies, along with the support of colleagues who are passionate about their work. You’ll discover a dynamic culture of continuous improvement that extends to our people, one that offers numerous ways to expand your knowledge and advance your career. And because we are a global company, your work may also include world travel.

Job Description

Manage and coordinate resources, people, tools, processes, to ensure delivery of orders generated through our Offer Management System – FAST Lane Orders.  Provides responsive resolution to customer problems on FAST Lane Orders.  Develop and maintain a responsive customer advocacy role.  Determines through appropriate assessments, escalation and tracking processes the formal resolution to Fast Lane Order issues with the goal of achieving high levels of customer satisfaction and retention. Identifies and resolves systemic process problems related to Fast Lane Orders.

1. Manages operational process, improvements and efficiency within operational area of responsibility through identifying and implementing process improvement opportunities.

• Respond to and mitigate exceptions which prevent an automated order-to-delivery process.  Serve as the focal point for organizing resources to address discrepancies and/or compliance issues, including troubleshooting to recognize requirements such as certificates, compliance documents & pre-shipment notifications.
• Proactively identify and analyze root causes of customer problems and provides recommendations of process change required for sustained resolution. Helps influence and drive adoption of process change and tools across the organization for continuous improvement.
• In a matrix environment, determines escalation procedures for ensuring that customer concerns are addressed efficiently across the globe.

2. Coordinates’ orders & activities to ensure delivery of orders generated through our Offer Management System – FAST Lane.

• Ensures Fast Lane Orders are managed in accordance with the Offer Management System to meet customer requirements, margin and schedule requirements.
• Research and troubleshoot specific customer problems with primary focus on assessing the level of urgency and resolving the situation to achieve high levels of customer satisfaction.  Relentlessly drive to resolution which may require securing resources and/or securing agreements across several departments.
• Serve as voice-of-the-customer and champion the customer’s requirements throughout the Offer Management System, by developing and maintaining partnerships with cross functional teams.  Provides comprehensive analysis to ensure continuous processes improvement.

3. Provide guidance and supports the sales team during the quoting process using Newton, troubleshoots process or product related issues.  Provides an escalation path to the Newton Development Team for issues but owns the outcome.

4. Analyze worldwide trends in ZISO order type data (via SFDC & Newton) and develop recommendations for preventing future technology-related, product issues and order process or contract management issues.  Facilitate cross functional internal review meetings, conduct on a regular basis.

5. Maintains tracking and measurement system to enable measurement and reporting of customer issues for Fast Lane Orders (via SFDC Case management tool).

6. Performs other duties as assigned.

Qualifications

• Associates degree in a Marketing, Operational Management or Technical discipline or equivalent experience, such as, Purchasing Management or Customer Service Management in a manufacturing setting.
• 10 years’ experience in planning, scheduling, manufacturing operations or purchasing management experience.
• 5+ years in a customer facing position in a manufacturing setting.
• Able to find common ground and solve problems across different cross-functional groups in the best interests of customers and MTS.