POSITION SUMMARY:

The Customer Service Representative provides proactive customer support by responding to telephone and written inquiries regarding problem resolution, complaints, product information, and order placement. This role develops tailored solutions, coordinates with internal departments, and ensures customer needs are met. and takes appropriate action to ensure that customer needs are met in a timely and efficient manner. Coordinates acting as a liaison between customers and internal departments, the Customer Service Representative delivers exceptional service to foster strong, positive relationships.

POSITION QUALIFICATION REQUIREMENTS

Education: Associate or bachelor’s degree in business or related field.

EXPERIENCE/SKILLS:

• Minimum 2 years’ related customer service experience.
• Excellent written and verbal communication skills
• Strong organizational skills and the ability to multi-task in a fast-paced environment
• High accuracy in data entry and attention to detail
• Proficient in computer skills – MS Office (Excel, Word, Outlook)

OTHER REQUIREMENTS AND CONDITIONS

Physical/Visual Activities or Demands: Physical/visual activities or demands that are commonly associated with the performance of the functions of this job.
While performing the duties of this job, the employee is constantly required to sit and type and frequently required to stand, walk, hear, and grasp. Specific vision abilities required by this job include concentrated attention, close vision, far vision, depth perception, color vision, and the ability to bring objects into sharp focus.
Working Conditions: Working conditions are commonly associated with the performance of the functions of this job.
Typical office conditions (70%) Typical manufacturing conditions with exposure to machinery (30%)
License(s)/Certification(s) Required: None
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws.
Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws.
“Commonly associated” is not intended to mean always or only. There are different experiences that suggest other ways or circumstances where reasonable changes or accommodation are appropriate.
All activities, demands, conditions and requirements are linked to essential job functions.
As an Equal Opportunity/Affirmative Action Employer, ITW does not discriminate in hiring or in the terms and conditions of employment because of an individual’s race, color, religion, gender, national origin, age, disability, sexual orientation, marital status, veteran status, arrest record, citizenship or other categories protected by federal, state, or local laws. EOE/M/F/Vet/Disability

• Respond to customer inquiries via phone and email regarding orders, product information, scheduling, pricing and shipping.
• Process customer orders and coordinate with other departments to ensure timely fulfillment.
• Build and maintain a strong positive relationship with customers and internal teams.
• Handle and resolve customer complaints promptly and professionally.
• Maintain accurate customer account records, track shipments and monitor inventory levels and be able to troubleshoot as needed.
• Act as a liaison between customers and internal departments to resolve issues and expedite work.
• Provide clear, accurate product and service information to customer service and internal departments.
• Proactively identify and resolve product or delivery issues using available resources.
• Maintains focus on continuous improvement by applying 80/20, PLS and USa principals/techniques and making process improvement recommendations to management.
• Other duties may be assigned as required.