Customer Service Manager - ITW Electrostatics

ITW Description:

Founded in 1912, Illinois Tool Works Inc. (NYSE: ITW) is a diversified, Fortune 200 manufacturing company that delivers specialized expertise, innovative thinking and value-added products to meet critical customer needs in a variety of industries. Ranked among Fortune Magazine’s most admired companies, the company focuses on solid growth, improving profitability and strong returns across its worldwide platforms and divisions. These divisions serve customers and markets around the globe, with a significant presence in developed as well as emerging markets. ITW’s revenues totaled $16.1 billion in 2023.

Division Description

ITW Electrostatics, a division of Illinois Tool Works (NYSE: ITW), part of Test, Measurement and Electronics segment is industry leading manufacturer and designer of static control devices for equipment makers and end users.  Electrostatics division revenues are ~$250MM per year and it is headquartered in Hatfield, PA USA. Division has operations in USA, Europe, China, and Asia, including nine manufacturing plants and 500+ employees. Electrostatics division brands include: SimcoION, Eltex, Pillar Technologies, Teknek, Opto Diode, Vortec, Paxton, AEGIS).

Company Description

Simco-Ion has been in the static control business since 1936, and their longevity speaks to their success at improving safety, increasing efficiency, and lowering overall cost for customers. At the forefront of the static control industry for over 80 years, today Simco-Ion is a global enterprise with vast intellectual property and resources. When working at Simco-Ion, you will be empowered in an environment that encourages open communication and big ideas, competitive pay for your performance, comprehensive benefits, and opportunities to make an impact.

ITW, a Fortune 200 company, is one of the world’s leading diversified manufacturers of specialized industrial equipment, consumables, and related service businesses.  The company has prospered for over 100 years, changing the way people live and work all over the world.  Each of ITW’s businesses has an independent entrepreneurial spirit and freedom to innovate. It is the highly talented people at ITW who drive success through new products and customer driven solutions.

To learn more about the Simco-Ion and what we do, please visit our website at: https://www.simco-ion.com and our corporate website at: https://itw.com/

Success as Simco-Ion’s Customer Service Manager will be measured by the ability to provide strategic leadership and technical direction for the delivery of pre- and post-sales services and support to customers. This hands-on role plans, leads and coordinates daily departmental activities delivering service excellence for both internal and external customers. 

Office Location: 2257 N Penn Rd, Hatfield, PA 19440, USA

Hours: 8AM – 5PM, In office

RESPONSIBILITIES:

• Lead, coach, and develop the Customer Service Team to ensure the department functions efficiently and effectively to meet company goals.
• Foster a positive and supportive work environment that encourages teamwork and professional growth.
• Develop and implement strategies to improve overall customer satisfaction and retention.
• Collaborate with other departments, such as Finance, Quality and Operations, to address customer inquiries and enhance the overall customer experience.
• Support the Sales Team through order processing, product availability and problem solving.  
• Manage the workload for the Customer Service Team to maximize efficiency.
• Provide regular reports and updates to senior management on customer service performance and initiatives.
• Act as liaison between the customer service department and other areas of the organization, communicating customer feedback and insights.  
• Update and maintain customer accounts and department interfaces using CRM and ERP systems, driving process improvements.
• Integrate and control flow of information and activities of other departments in the pursuit of responding to customer needs, complaints, and inquiries in a timely manner.
• Manage orders in the system, which includes auditing orders processed, informing customers of product lead times, anticipated delays, and additional information needed to support the customer request.
• Troubleshoot and resolve customer complaints and RMA requests.
• Participate in projects supporting companywide strategic initiatives by providing critical customer service expertise and insight to support decisions and recommendations.
• Number of direct reports: 4-6

• Bachelor's degree, Industrial manufacturing background a plus.
• Minimum 5 years customer service management experience in manufacturing facility
• Demonstrates exceptional time management and organizational skills.
• Must possess a continuous improvement mindset with experience in driving process & systematic improvements.
• Possess an in-depth understanding of sales and business operations.
• Analytic skills and process know-how; familiarity with ERP software and CRM systems (Salesforce preferred).
• Excellent written and verbal communications skills; strong organization and time management skills.
• Critical thinking and creative problem-solving skills combined with sound judgment.
• Proven ability to be persistent and persuasive yet flexible 

Physical Demands

The physical demands described here are representative of those that must be met by and employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; use hands to finger, handle, or feel; and reach with hands and arms. The employee is required to walk; sit; climb or balance; and stoop, kneel, crouch, or crawl; talk or hear. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, color, peripheral, depth perception, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to moving mechanical parts and electrical hazards. The employee is occasionally exposed to fumes, airborne particles, toxic or caustic chemicals. Safety, including proper PPE is priority.  The noise level in the work environment is usually moderate.

Our employees enjoy competitive, merit-based salaries plus excellent benefits including:

• Health and dental insurance
• Company Paid Life Insurance / Short and Long Term Disability
• 401K plan with generous company match
• Vacation, personal days and holidays
• Continuing education reimbursement program
• Flexible spending accounts

ITW Company Overview

ITW was built on innovation and the strength of new ideas. These values have helped us expand into multiple platforms in nearly 60 countries. But at each of our businesses, the independent entrepreneurial spirit and freedom to innovate remain strong. It’s the highly talented people at ITW businesses all over the world who drive our success through new products and customer-driven solutions. Together, we are ITW—a Fortune 200 company that has prospered for 100 years and changed the way people live and work, all over the world.

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.

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.