Customer Service Representative - ITW

We are a diverse entrepreneurial team focused on delivering value to our customers and ITW with passion for service, efficiency, and creativity.

The team provides exceptional formulations and technical expertise to achieve superior application repeatability for customers.

We manufacture high-performance Holographic, Decorative Transfer, and TTR products for the Packaging, Coding, and Lottery markets.

ITW ShineMark employees ~300 people in the US (2 sites), Canada, UK, and South Korea.

General Accountability:

Customer Service is a key function of the Administration team, your role is to provide a customer experience at the point of purchase and ensure the customer’s needs are fulfilled whilst leveraging the ITW business philosophies.   This position interfaces with sales, accounting, Operations, Research and Development, Schedulers, and other customer service representatives on a regular basis.

Nature And Scope:

The position of customer service consists of interacting with customers to process their orders and provide information in response to inquiries or services and to handle complaints.  In addition, customer service is responsible for accounts receivable records.

The incumbent utilizes technical knowledge of products, product availability, sales territories, and individual customers to provide a key communications link to the customer. 

Principal Accountabilities:

• Records and processes orders and/or inquiries received by mail, e-mail, telephone and/or through personal customer contact.
• Provides pricing, availability, and schedule information within established guidelines.      
• Suggest additional and/or alternative products or services to meet customer needs.
• Enters and confirms customer orders.
• Researches and obtains resolution of a variety of customer complaints and issues.     
• Serves as communication link between customers and sales staff to assure responsiveness.
• Calculates, invoices, and replenishes consignment inventories on a timely basis.           
• Manages customer accounts to insure compliance that the 60+ day balances is less than 3% of the A/R balance per ITW policy.
• Maintains account receivable files.
• Answers accounts receivable inquiries and follow-up.
• Obtain credit information from prospective customers.
• Process daily credit card deposits.
• Strong skills in Excel to prepare reports and spreadsheets for customer and internal reports.                     
• The incumbent must follow all quality procedures as per ISO Training Matrix.

Safety Requirements:

All employees must understand his/her responsibilities regarding the Occupational Health and Safety Act.

Qualifications:

The Customer Service Representative requires a post secondary diploma or degree with 3 – 5 years’ experience as a customer service representative or equivalent experience.

Key Attributes:

• Must be fluent in both oral and written English,
• Excellent knowledge of Microsoft Outlook and Excel.
• Good listening skills/active listening/hearing the customer voice.
• Demonstrate an aptitude for building excellent relationships at all levels.
• Taking ownership for solving problems and identifying prevention.
• Treating customers with respect, always trying to understand and act on their needs.
• Looking for ways to be efficient in everything you do.
• Focussing on the right priorities using the ITW model.
• Taking initiative and working with others to achieve results.
• Being open to learning and new ideas.

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.