Customer Service Lead - ITW

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 RESPONSIBILITIES

• Learn all aspects of Customer Service Team and act as main backup and first line of inquire for escalated customer issues or team challenges.
• Maintains updates/communications with the Warehouse Manager and other departmental heads regarding Customer Service Team matters.
• Accurately input sales orders into 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 appropriate department.
• Respond to all customer inquiries or needs in a timely manner and report all customer feedback to appropriate management staff member.

• Must 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.

COMPETENCIES

• Technical 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 established time frame.
• Performs with 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 be used across the division.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit, use hands to handle, stand, frequently required to reach with hands and arms, and occasionally required to walk and stoop, crouch, or crawl. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. 

Interpersonal Skills: 
Alternative or combined skills in understanding, counseling, and/or influencing people are important in achieving job objectives, causing action, understanding others, or changing behavior; and, skills of persuasiveness or assertiveness, as well as sensitivity to the point of view of others. 

Working Conditions: 
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

ITW is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

All your information will be kept confidential according to EEO guidelines.

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.