Customer Service Specialist

Company Description

ITW (Illinois Tool Works Inc.) is a Fortune 200 company and is one of the world’s leading diversified manufacturers of specialized industrial equipment, automotive components, consumables, and related service businesses. ITW businesses serve local customers and markets around the globe, with operations in 55 countries and an employee base of more than 46,000 women and men who adhere to the highest ethical standards. 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 17,000 granted and pending patents.

ITW Residential and Renovation Construction provides Industry leading, premium branded, cordless nailing systems and fastening solutions, that deliver superior productivity and reliability to meet the needs of professional remodelers and residential framers, with a widely available product portfolio at their preferred retail or dealer outlets The 80 focus for the division is aggressive market growth while sustaining profitability. ​ 

ITW offers its employees a path for advancement, a competitive salary, and a comprehensive benefits package designed to help employees care for themselves, their families, and their futures.

Job Description

Provides focused and deep support to channel customers.  “Owns” 80 customer assignments, and works with Customer, Sales, Distribution, IT and other key internal teams to keep up to date with changing customer needs.

Responsible for order maintenance for orders submitted via EDI and web portal and manual entry of orders for key 80 customers.  Works closely with Sales and other internal teams to maximize customer support and communication, and to assist in planning of key projects affecting assigned customer/s. Identifies account-specific improvement opportunities and assists in implementation.

Assists in providing backup for other similar customers. Able to handle ‘escalated’ customer concerns, communications which may be non-routine, deviate from standard screens, scripts and processes

Primary Responsibilities:

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 Shipping / Supply teams as necessary to understand and minimize delays to on-time, complete shipment for assigned customers.  Communicate key order updates to Sales partners to ensure aligned customer communication.
• 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 Satisfaction Support

• Provide answers and respond to customer queries via phone, fax and email, courteously and consistently using established guidelines.
• Accurately and consistently document customer communications in ticketing system, ensuring key ticket data recorded.
• Work with team to identify and implement improvements to support high customer satisfaction ratings.

Customer Management / Support

• Partner with Sales, Finance, I/S and Distribution to identify and meet assigned customer account needs.  Assist in execution of divisional annual plan projects.
• Work with appropriate departments to get errors resolved in a timely manner, update and maintain master customer information and keep all databases up to date.
• Champion improvements to assigned customer processes.  Communicate and assist in implementation of changes required by customer/s, be proactive in recommending potential improvements / resolutions for department and/or customer issues.
• Perform backup process support for assigned customers.  Provide regular updates to backup agent for assigned customer/s, and assist in creating and maintaining customer-specific process documentation.

Competencies:

• Customer Focus - making customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.  Taking personal responsibility for customer satisfaction and loyalty.
• Leadership – Lead internal response to assigned customer needs.   Partner effectively with Customer Experience team and other key stakeholders to manage projects and process improvements needed for customer support, effectively and mindful of key deadlines.  Display effective personal influence, collaborate with others to accomplish goals.  Seek development, mentoring and training from managers and other