Customer Service Specialist

Company Description

ITW Shakeproof serves major automotive OEMs and their tier suppliers with metal, cold-headed fasteners totaling approximately $160m in revenue.  In addition to ITW’s industry leading research and development capabilities, ITW Shakeproof 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.
• Continually improving processes, material, and designs to ensure every product exceeds customer specifications while providing unparalleled value.

We are looking for a driven and self-motivated individual to support the customer service team in daily processes and interactions with customers. 

Job Description

The Customer Service Specialist primary responsibility is to coordinate customer service-related activity for the operations to ensure on-time delivery of product to customer.  Reviews customer/vendor correspondence to day-to-day occurrences to react to customer demands.

Qualifications

Proactive daily communication with customer and production to ensure on-time delivery of product and problem resolution.

• Develop good working relationships with both internal and external customers
• Maintain close contact with customers to ensure timely responses including customer inquiries and delivery
• Process releases and purchase orders
• Compile and review customer data to manage customer requirements, and to develop reports for the customer service and leadership team
• Maintain current knowledge and understanding of customer specific requirements and systems
• Knowledge and understanding of internal ERP system to sufficiently complete required tasks
• Reconciliation of discrepancies with manufacturing
• Coordinate expedite shipments per customer request; track expedites and premium freight information
• Monitor and communicate the flow of production through internal and external processes and track updates internally and communicate information to the customer
• Record and escalate as necessary customer complaints, returns, and non-conforming parts
• Support customers after hours and weekends as necessary
• Collaborate with various internal departments to effectively support customer needs
• Other tasks and duties as assigned

Position Skills and Experience Requirements:

• 2 year Administrative/Manufacturing degree or equivalent education and/or experience
• Minimum 1-3 years in customer service/sales, related to a manufacturing environment or related field
• Preferred background working in an Automotive industry
• Requires a detail-oriented person with proven time-management, organizational and communication skills, both verbal and written
• Experience, plus working knowledge of customer relations, general computer operations, and coordinating of multiple tasks
• Microsoft Excel, Word and Office competent
• Strong work ethic, reliable, able to work independently and in a team environment and self-motivated 
• Flexibility and willingness to change daily responsibilities

Additional Information

All your information will be kept confidential according to EEO guidelines.

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.