Customer Service Representative

ITW • Easton, MD • 1d ago

Job Description:

Summary:

This position is responsible for providing consultative account support for internal and external customers. Manages order fulfillment process, direct customer interface, credit account monitoring and problem solving of account order process. Include primary support of account management with product information and analysis of accelerated sales.

Essential Duties:

Responds promptly to customer accounts issues and concerns. Exercise complete resolution and executes resources to determine order specification. Interface with all levels of management on customer account issues to ensure customer satisfaction and resolution. Manages updates of products, responds to customer emails, resolves orders and delayed shipments. Develop and maintain knowledge of sales orders in NAV system and coordinates with IT when necessary. Classify sales orders to determine necessary status and shipping requirements in US and international. Provide distributor support and respond to common technical inquiries. Manages customer complaints, ensures receipt, resolution and effectively communicates to levels of management. Maintain and comply with pertinent EPA, FDA, and ISO requirements and standards for periodic audits. Recommends and proposes credit limits on customer accounts. Works with field sales to provide support on customer accounts. Prepare sales samples upon request. Utilize the company's operating business philosophies to their fullest extent: ITW Toolbox: 80/20, Inlining, MRD (Market Rate of Demand), MSF (Market Segment Focus), PLS (Product Line Simplification), USa (Understand, Simplify, act). Responsible for establishing and maintaining good communication and working relations with company staff and leadership. Foster, communicate, and exemplify the values of ITW; act with integrity and trust, operate with simplicity, treat everyone with respect, take shared risk. Interfaces with others in the organization to ensure customer deadlines are met. Manages daily review on web site emails and coordinates responses. Participate in sales projects as defined by manager. Will help to forecast CIL products and coordinates containers on reduction and optimization. Develop time saving opportunities and become proficient in NAV. Perform other duties as assigned.

Education:

Bachelor's degree in related field or equivalent work experience

3-5 years of customer service management experience including inside sales support in a manufacturing industry.

Experience with ISO and FDA a plus.

Experience/knowledge of international shipping a plus.

Experience with use of ERP systems a plus.

Other Competencies:

Ability to take direction and make independent decisions in a fast-paced environment.

Detailed-oriented with strong technical and customer service skills.

Ability to demonstrate analytical skills and independent problem solving with a variety of variables.

Ability to handle multiple task, manage priorities and work independently as well as on a diverse team environment.

Ability to define problems, collect data, establish facts and draw valid conclusions as related to the job.

Commitment and willingness to strive toward achieving Divisional goals and business objectives.

Must be able to collect and interpret customer data for the purposes of documenting and responding to customer requests.

Excellent oral and written communication skills.

Strong organizational skills.

Ability to provide tip tier reliable customer service to ensure customer satisfaction and sustain competitive advantage.

Ability to adapt to a changing work environment in a positive manner.

Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook).

Proven capacity in establishing good relationships and contributing in a team environment.

Ability to identify and resolve problems in a timely manner, develop alternative solutions; use reason when dealing with emotional topics/situations.

Ability to see underlying concepts and patterns in complex situations to develop solutions that effectively address underlying problems and root causes.

Professional judgment and sound decision-making skills to progress innovation in the customer and inside sales functions.

Demonstrates extensive abilities to work independently, and as a team leader to create an atmosphere of trust, support, and seeks diverse views to encourage improvement and innovation.

Demonstrates ability to effectively manage, coordinate and handle multiple tasks/assignments simultaneously and able to react to spontaneous changes in priorities.

Ensures confidentiality on matters that are warranted and should not be disclosed.

Possess an entrepreneurial spirit to drive organizational focus on the key initiatives and opportunities.

Possesses a sense of self awareness in dealing with others.

Compensation Information:

$25.00/hr

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

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