Job Description:

Customer Support Job Description

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 Production team as necessary to understand and minimize delays to on-time, complete shipment for assigned customers.
• 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 Communication

• Provide answers and respond to customer queries via phone, email and online website chat, courteously and consistently using established guidelines.
• Learn and apply product knowledge to effectively and correctly answer customer queries. Keep up with developments and enhancements of products.
• Work with team to identify and implement improvements to support high customer satisfaction ratings

 Customer Experience Management

• Work with appropriate departments to get errors resolved in a timely manner, maintain master customer information and keep all databases up to date.
• Be proactive in bringing forth problems. Recommend potential improvements / resolutions for department and/or customer issues.
• Review and communicate changes to monthly scorecards. Work with team to identify and implement improvements to support high customer satisfaction ratings

Qualifications

Job Requirements

• 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 experience with both OEM & distribution sales channels a plus.
• Excellent written and verbal communication skills
• Experience working in a manufacturing environment is a plus.
• Strong knowledge of Microsoft Office (Outlook, Excel, PowerPoint).
• Ability to perform basic mathematical calculations as they relate to calculating pricing, revenue, and margin

Compensation Information:

The anticipated pay range for this position is $24.30 - 32.90 per hour. Actual pay will be determined based on qualifications, experience, skills, internal equity, and other relevant factors

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.