Customer Service Representative

ITW • Gallatin, TN • 18h ago

Job Description:

Job Summary

Reports to the Supply Chain Manager and own the customer facing on-time delivery and communication of high-quality finished goods and services to the end customer. This position will provide overall leadership to Customer Service Representatives in service and delivery to all customers meeting Market Rate of Demand (MRD) and ITW revenue forecasts. The Customer Service Supervisor is responsible for effective communication and partnership with supply chain, operations, engineering, and sales functions ensuring customer requirements are communicated and met. The Customer Service Supervisor will lead and support continuous improvements in safety, quality, delivery, and operating costs by the deployment of strategies and actions delivering to financial and personnel plans.

Company Overview

ITW Description:

Illinois Tool Works Inc. (NYSE: ITW) is a global Fortune 200 diversified manufacturing company that delivers specialized expertise, innovative thinking, and value-added products to meet critical customer needs in a variety of industries.?? ITW, with approximately 14.1 billion dollars in global revenues, operates 7 major segments with businesses in 57 countries that employ approximately 45,000 women and men. 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 16,000 active patents.?

StampTech Fasteners TM Division Description:

The ITW StampTech Fastener TM Division serves the major OEMs and Tier suppliers in the North American automotive market.? The division supplies stamped metal fasteners and engineered fastener assemblies that leverage our deep-draw stamping technologies.? The annual revenue for the division is approximately $160M.? Locations include Gallatin, TN, Lexington, KY & Naugatuck, CT.??

? ?

The Division drives profitability by leveraging its innovative solutions and application engineering.? In addition to ITW's industry leading research and development capabilities, StampTech Fasteners TM enhances our customers' competitive advantage by maintaining advanced engineering and manufacturing facilities in North America, exchanging product, process, and benchmarking information with sister units worldwide and ccontinually improving processes, material, and designs to ensure every product provides value and meets customer expectations.

Primary Key Responsibilities

Accurately input sales orders and provide support for confirmations, proof of deliveries, credit memos, product inquiries etc.

Support customer accounts through customer relationship building, product awareness and application support

Coordinates shipments with shipping clerks

Approves special price concessions, quotes, bid allowances, or adjustments, with support from Supply Chain Manager

Maintain and update YOY customer price reduction with support of Account Manager / Sales Manager

Track on time delivery measurable for IATF

Participates in and lead small ITW Toolbox initiatives such as In-Lining, MRD, PLS, USa and/or 80/20 analysis.

Supervises performance of staff members including completion of performance appraisals, development, and training plans; assesses and develops talent objectively and candidly.

Compiles data on order volume, production schedules and forecasts, and applies statistical methods to estimate future materials requirements.

Support production for EOP of programs to avoid obsolete stock

Coordinates and participates in annual physical inventory.

Utilizes lessons learned and continuous improvement practices to read-across corrections or best practices eliminating and preventing risk in the organization.

On call responsibility for the facility.

Other duties may be assigned.

Minimum Qualifications/Requirements

Post-secondary education preferred; AA, AS, AAS, BA or BS degree, preferably in engineering, operations or logistical management, or business.

Supervisory or leadership experience preferred; 3-5 years' experience in a leadership role in a fast-paced manufacturing environment, preferably automotive.

Highly collaborative with demonstrated effectiveness working with external customers and internal stakeholders.

Strong working knowledge of business operations and customer requirements.

Proven metrics-oriented management style.

Great coaching and mentoring abilities.

Must be process-oriented with a strong bias for results.

History of holding employees at all levels accountable to results and rewarding outstanding efforts of team members.

Must be a change agent with energy, passion and enthusiasm.

Self-motivated with excellent organizational, analytical, problem solving, and leadership skills.

Excellent communication skills, both verbal and written.

Strong PC skills, including proficiency with Excel, Word, PowerPoint, and Outlook

Future3/INFOR, EDI, AS400 & SAP (ERP), automotive portals and systems experience is a plus.

Minimal travel required; primarily domestic

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.

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