ITW (Illinois Tool Works) is a Fortune 200 company and is one of the world's leading diversified manufacturers of specialized industrial equipment, automotive components, consumables, and related service businesses. ITW businesses serve local customers and markets around the globe, with operations in 55 countries and an employee base of more than 60,000 women and men who adhere to the highest ethical standards. These talented individuals, many of whom have specialized engineering or scientific expertise, contribute to our global leadership in innovation. We are proud of our broad portfolio of over 21,000 granted and pending patents.
ESSENTIAL DUTIES AND RESPONSIBILITIESLearn all aspects of Customer Service Team and act as main backup and first line of inquiry for escalated customer issues or team challenges.Maintain updates/communications with the Warehouse Manager and other departmental heads regarding Customer Service Team matters.Accurately input sales orders into the system.Provide post-sales support for sales orders, order confirmations, proof of deliveries, returns, credits, memos, shipping problems, and production inquiries.Handle each customer problem in a manner that results in maximum customer satisfaction.Work closely with shipping and production teams to ensure sales orders are shipped timely and accurately.Provide technical information for all products to customers.Maintain knowledge of all products, parts numbers, and pricing.Document all customer comments, concerns, and problems and distribute to the appropriate department.Respond to all customer inquiries or needs in a timely manner and report all customer feedback to the appropriate management staff member.MINIMUM REQUIREMENTSMust have an associate degree or 4 years of equivalent experience in the customer service field.Two years leading or supervising a team of two or more people.Ability to work in a fast-paced environment with minimal supervision at times.Ability to build and maintain relationships within the division and externally.Strong communication and interpersonal skills, leadership abilities, and organizational skills.Must have a positive attitude and work well with others in a team environment.Ability to lead, motivate, and develop team members.Must be detail-oriented.Ability to listen to customer concerns and summarize the issue at hand.Strong computer skills; computer skills using Magic, Macola, Windows, Word, Excel, and Intranet are required.Ability to meet deadlines as assigned.COMPETENCIESTechnical and Analytical Skills.Understanding of basic math (addition, subtraction, multiplication, division, calculations of percentages, measurement conversions).Strong working knowledge of Windows applications and Microsoft Office programs such as Word and Excel.Time Management and Communication Skills.Must be dependable, have good attendance, be punctual, and have a positive attitude.Prioritizes regular workload, special tasks, and concurrent projects, allocating time and resources to ensure that work is completed accurately and efficiently within the established time frame.Performs with a high level of initiative exhibiting persistence and willingness to stimulate new ideas within the organization.Takes calculated risks, makes strategic, results-oriented decisions, and accepts responsibility for the results (positive or negative).Continuous improvement mindset (the ability to build a robust inventory system that can be used across the division).
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