Customer Service Representative

Company Description

Celeste Industries Corporation is a global specialty chemical company focused on the development of value added cleaning, maintenance, and odor control products serving the aviation market. We work with airlines and aircraft OEMs to develop improved maintenance solutions; by combining our own expertise in cleaning chemicals and applications technology with modern scientific advancements, we are able to quickly develop complete system solutions for difficult cleaning, maintenance, and odor control tasks.

Job Description

Summary:

This position is responsible for providing consultative account support for internal and external customers.  Manages order fulfillment process, direct customer interface, credit account monitoring and problem solving of account order process.  Include primary support of account management with product information and analysis of accelerated sales. 

Essential Duties:

1. Responds promptly to customer accounts issues and concerns. Exercise complete resolution and executes resources to determine order specification.
2. Interface with all levels of management on customer account issues to ensure customer satisfaction and resolution.
3. Manages updates of products, responds to customer emails, resolves orders and delayed shipments.
4. Develop and maintain knowledge of sales orders in NAV system and coordinates with IT when necessary.
5. Classify sales orders to determine necessary status and shipping requirements in US and international.
6. Provide distributor support and respond to common technical inquiries.
7. Manages customer complaints, ensures receipt, resolution and effectively communicates to levels of management.
8. Maintain and comply with pertinent EPA, FDA, and ISO requirements and standards for periodic audits.
9. Recommends and proposes credit limits on customer accounts.
10. Works with field sales to provide support on customer accounts.
11. Prepare sales samples upon request.
12. Utilize the company’s operating business philosophies to their fullest extent: ITW Toolbox: 80/20, Inlining, MRD (Market Rate of Demand), MSF (Market Segment Focus), PLS (Product Line Simplification), USa (Understand, Simplify, act).
13. Responsible for establishing and maintaining good communication and working relations with company staff and leadership.
14. Foster, communicate, and exemplify the values of ITW; act with integrity and trust, operate with simplicity, treat everyone with respect, take shared risk.
15. Interfaces with others in the organization to ensure customer deadlines are met.
16. Manages daily review on web site emails and coordinates responses.
17. Participate in sales projects as defined by manager.
18. Will help to forecast CIL products and coordinates containers on reduction and optimization.
19. Develop time saving opportunities and become proficient in NAV.
20. Perform other duties as assigned.

Qualifications

• College level degree or equivalent experience
• 3-5 years of customer service experience.
• Experience with Inside Sales a plus.
• Experience with ISO and FDA a plus.
• Experience/knowledge of international shipping a plus.
• Experience with use of ERP systems a plus.

Additional Information

ITW is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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.  

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 empl