Customer Service Associate in Ottawa, IL at ITW Specialty Products

Date Posted: 7/6/2019

Job Snapshot

Job Description



Position Title:Customer Service Associate

Job Code:NESP001

Reports to: Customer Service Manager North America

FLSA:  Non – Exempt

Description Review Date:  2/26/18


Under the general direction of the Customer Service Manager North America, the Customer Service Associate, is responsible for assisting with the placement, invoicing, filing and delivery of customer orders. The Customer Service Associate will work closely with the Customer Service, Sales and Operations teams to ensure timely and accurate order processing, invoicing and delivery.

8 Hour schedule can be between 7am – 7pm, M-F as assigned by Management


  • Order entry for unassigned house accounts
  • Billing and invoicing customers in AX
  • Mail, fax or e-mail invoices to customers
  • General filing
  • Process credits in AX
  • Ensure order, invoice and credit accuracy
  • Ensure all orders ship on time to meet the customer’s expected delivery date
  • Provide assistance with freight scheduling and billing when needed
  • Prepare invoices and shipping documents: such as export papers, and commercial invoices
  • Work with necessary personnel to expedite or trace missing or delayed shipments
  • Update and send out general price increase letters
  • Run various reports for management
  • Answer customer service calls into the customer service queue
  • Check and distribute faxes to customer service
  • Work with QC Manager to place all sample orders
  • Other assigned duties by management


Ideal Experience

High School diploma or general education degree (GED) required

Must be proficient with current software packages such as Microsoft Outlook, Word and Excel

0-2 years of relevant experience


Ability to work well within a team environment

Familiar with the MRP and CRM systems and be able to input and retrieve data

Ability to work quickly and accurately under pressure

Ability to maintain a positive attitude in a fast-paced environment

Must be capable of meeting project deadlines

Excellent follow up a must

Strong attention to detail, accuracy

Highly motivated with excellent interpersonal and communication skills

Solid project, organizational and time management skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.


Take this opportunity to join a successful and enthusiastic global team where you can make a significant impact immediately. You will enjoy a competitive salary and a generous benefits package that includes health, dental, life, LTD insurance, 401k (with company match), employee assistance, wellness and 100% tuition reimbursement programs. ITW is an Equal Opportunity/Affirmative Action employer.



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