Customer Service Specialist

Company Description

Permatex, Inc. a division of Illinois Tool Works (NYSE: ITW); is a leading manufacturer, distributor, and marketer of premium chemical products to the automotive maintenance and repair, home and hardware markets. Core brands include: Permatex®, Fast Orange®, Spray Nine®, the Right Stuff® and Devcon® Home. 

Job Description

This position is onsite at our Permatex Facility in Solon, OH

Summary:

The Customer Service Specialist is responsible for managing customer order activity for all assigned channel accounts throughout the order fulfillment cycle. Primary contact for all customer and sales transactions regarding product pricing, inventory availability, delivery information, and general inquiries. Utilizes prior experiences and organizational knowledge to assist customers, support Sales Team and coworkers, and resolve both standard and complex issues.

Duties and Responsibilities:

• Perform the duties of Order Management with priority focus on a “Best in Class” Customer Experience
• Enter and process all incoming EDI and email orders and manage throughout the entire process: entry à delivery à problem resolution (if needed)
• Responsible for accuracy of pricing on all purchase orders as well as entering and managing special pricing for individual customers.
• Partner with Supply Chain and Distribution teams to manage communications related to item availability, distributor information, packaging, order status and other questions from order entry to delivery.
• Responsible for investigating incorrect/missing shipment claims, customer deductions, and credit request and processing related credits, debits, and RMA’s and providing to Finance team for issuance
• Partner with Sales Team members to resolve complex customer requirements/challenges.
• Cultivate a professional, positive working relationship with both customers and field sales.

Qualifications

Requirements:

• Bachelor’s Degree in Business or related field preferred, high school diploma required.
• Minimum of 4 years Customer Service or Order Management Experience preferred.

Competencies:

• Excellent written and verbal communication skills
• Time management, organizational, and prioritization abilities
• Critical thinking and problem solving
• Ability to adjust quickly to new processes and procedures.
• Demonstrated ability to work well with a team and to embrace and lead change.
• Proficient computer skills - MS Office (PowerPoint, Excel, Word, Outlook, etc.)
• MRP/ERP experience; JD Edwards is a plus.
• Experience working in a warehouse, manufacturing plant, or other supply chain function a plus.

Additional Information

ITW is an Equal Opportunity Employer/Veterans/Disabled. EEO is the law. ITW invites any employee and/or applicant to review the Company’s Affirmative Action Plan. This plan is available for inspection upon request by emailing katie.craig@permatex.com . If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Katie Craig at (440) 914-3166. No other calls will be accepted.  

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.