Customer Service Specialist - ITW

ITW (Illinois Tool Works Inc.) 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 46,000 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 more than 17,000 granted and pending patents.

ITW Residential and Renovation Construction provides Industry leading, premium branded, cordless nailing systems and fastening solutions, that deliver superior productivity and reliability to meet the needs of professional remodelers and residential framers, with a widely available product portfolio at their preferred retail or dealer outlets The 80 focus for the division is aggressive market growth while sustaining profitability. ​ 

ITW offers its employees a path for advancement, a competitive salary, and a comprehensive benefits package designed to help employees care for themselves, their families, and their futures.

Provides focused and deep support to channel customers.  “Owns” 80 customer assignments, and works with Customer, Sales, Distribution, IT and other key internal teams to keep up to date with changing customer needs.

Responsible for order maintenance for orders submitted via EDI and web portal and manual entry of orders for key 80 customers.  Works closely with Sales and other internal teams to maximize customer support and communication, and to assist in planning of key projects affecting assigned customer/s. Identifies account-specific improvement opportunities and assists in implementation.

Assists in providing backup for other similar customers. Able to handle ‘escalated’ customer concerns, communications which may be non-routine, deviate from standard screens, scripts and processes

Primary Responsibilities:

Order Management

• Process sales and return orders, inclusive of account compliance, pricing, discounts, freight, carrier requirements, packaging and other related customer expectations.
• Review daily open orders and work with Shipping / Supply teams as necessary to understand and minimize delays to on-time, complete shipment for assigned customers.  Communicate key order updates to Sales partners to ensure aligned customer communication.
• Resolve all EDI and web order issues with the processes established and within the guidelines for the department.
• Maintain comprehensive filing system of paperwork support in accordance with file retention guidelines.

Customer Satisfaction Support

• Provide answers and respond to customer queries via phone, fax and email, courteously and consistently using established guidelines.
• Accurately and consistently document customer communications in ticketing system, ensuring key ticket data recorded.
• Work with team to identify and implement improvements to support high customer satisfaction ratings.

Customer Management / Support

• Partner with Sales, Finance, I/S and Distribution to identify and meet assigned customer account needs.  Assist in execution of divisional annual plan projects.
• Work with appropriate departments to get errors resolved in a timely manner, update and maintain master customer information and keep all databases up to date.
• Champion improvements to assigned customer processes.  Communicate and assist in implementation of changes required by customer/s, be proactive in recommending potential improvements / resolutions for department and/or customer issues.
• Perform backup process support for assigned customers.  Provide regular updates to backup agent for assigned customer/s, and assist in creating and maintaining customer-specific process documentation.

Competencies:

• Customer Focus - making customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.  Taking personal responsibility for customer satisfaction and loyalty.
• Leadership – Lead internal response to assigned customer needs.   Partner effectively with Customer Experience team and other key stakeholders to manage projects and process improvements needed for customer support, effectively and mindful of key deadlines.  Display effective personal influence, collaborate with others to accomplish goals.  Seek development, mentoring and training from managers and other more senior employees. 
• Delivering Results: Setting high standards of performance, quality and accountability for self and team.  Takes initiative to set and achieve challenging work goals; focus energy to maintain high work standards, focusing on projects and issues that have the biggest impact on our customers and business and working tenaciously to meet deadlines despite obstacles.  Anticipate problems or opportunities and take immediate action to address them.
• Communication: Excellent written and verbal communication.  Clearly conveys information and ideas through a variety of formats to individuals or groups in a manner that engages and helps them understand and retain the message.  Strong attention to detail and accuracy in reporting.
• Adaptability: Maintaining effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.

• High School Diploma or equivalent
• Minimum of 3 years related work experience (Experience is defined as working as a customer service representative in a fast-paced environment handling multiple functions)
• Customer Service with Big Box (i.e. Home Depot, Menards, Walmart) or lumber yard customers a plus.
• Experience working with Manufacturing is a plus.
• Excellent written and verbal communication skills with ability to effectively interact and present to both internal and external clients.
• Must exhibit consistent leadership competencies:  delivering results, developing skills, effective personal influence.
• Strong knowledge of Microsoft Office (Outlook, Excel, PowerPoint).
• Ability to perform basic mathematical calculations as they relate to calculating pricing, revenue, and margin

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.

Most time will be spent in an office environment.  Occasionally the employee may be required to spend time in manufacturing and construction sites.  Certain personal protective equipment is required when in the manufacturing areas and construction sites.

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. 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 regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

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.

We do not accept unsolicited resumes. To be considered an applicant, please apply online to a specific job posting.

If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please click here for information on how to contact us directly. 

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.