Customer Service Specialist - ITW

ITW Appliance Components serves all the major Appliance OEM in the US, Europe, Asia, and Mexico and their tier suppliers.  This global division manufactures mechanical, electromechanical, and electrical components and assemblies with a variety of manufacturing processes.  We have locations in the US, China, Mexico, the UK, Slovenia, Bulgaria, and Italy.  

The division drives profitability by leveraging its innovative solutions and application engineering.  In addition to ITW’s industry leading research and development capabilities, the division enhances our customers’ competitive advantage by:

• Maintaining advanced global engineering and manufacturing facilities.
• Identifying customer needs to provide continued added value solutions.
• Continually improving processes, materials, and designs to ensure every solution exceeds customer expectations while providing unparalleled value.

Provide a world-class experience for domestic and international distributor and OEM customers by performing Customer Service activities from order entry through shipping.  Works directly with customers on requirements, pricing, and resolution of customer issues.  Provides miscellaneous duties in support of the Customer Service function.

Responsibilities:

• Receives orders via e-mail, online portal and provides prompt courteous response for assigned accounts
• Manages order receipt and documentation on a daily basis.
• Enters customer orders, changes and generates standard and special invoices and weekly reports
• Enters return authorization and credits with customer (distributor or OEM) as needed.
• Invoices and maintains tooling documentation files.
• Expedites operations that delay schedules and alters schedules to meet unforeseen conditions through an 80/20 lens.
• Coordinate effective ship date for customer with all areas of the organization.
• Is familiar with export Customs procedures to assure compliance. 
• Supports the Finance team with unapplied cash investigations.
• Manages small account sales via telephone and written correspondence.
• Works with manager to increased efficiency by reducing or eliminating processes or steps.

• Bachelor's degree in Business or Communication from a four-year college or university and 3 to 5 years of experience within customer service in a manufacturing environment.
• Proficiency with Microsoft Excel and Microsoft Word.
• Experience with navigating an ERP system.  JD Edwards a plus.
• Strong organizational and interpersonal skills.
• Ability to respond to significant inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Highly computer literate, with the ability to look at processes and give advice on improvements
• High proficiency with Microsoft Office products, specifically Outlook, Word, and Excel (advanced Excel skills preferred)
• Be highly proficient at communicating professionally at all levels while working with multiple stakeholders and customers in both written and verbal form
• Have strong attention to detail and accuracy while focused on meeting deadlines
• Have the ability to work independently and in a team environment
• High analytical abilities leading to competent problem solving and logical decision making
• Hands-on operational experience, understanding what it is like in a manufacturing environment

EOE/AAF/M/D/V.  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.

Only qualified selected candidates will be contacted for an interview.  No phone calls or email inquiries please. Pre-employment, post offer drug screen and physical required on selected candidate. 

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.