Customer Service Re in Norcross, GA at ITW

Date Posted: 7/2/2019

Job Snapshot

  • Employee Type:
  • Location:
    Norcross, GA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description


The Customer Service Representative is responsible for providing effective customer service for customers by utilizing in-depth knowledge of company products and programs, and working in conjunction with the sales, production and shipping department functions to meet the goals and objectives of the company. A Customer Service Representative also registers complaints from distributors and customers, always acting in a supportive and courteous manner.


• Process customer orders/changes according to established department polices and

• procedures, receiving and entering into the ERP system including reporting to the customer necessary information regarding product stocking levels and/or times of product availability, and retrieving any information necessary to process orders in a timely manner.

• Must have constant contact with our customers freight forwarders and their trucking companies from start of the order until after it ships.

• Work closely with our shipping and production departments to find out when material will be made and when you should schedule the pickup.

• Send proper International paper to the customer and freight forwarders, i.e. proforma invoice, Shippers Letter of Instruction, IMO’s (hazmat paperwork), BoL’s, invoice, NAFTA’s

• Keep log of each customer and their booking numbers and shipping information in excel for Customer Service and Shipping to view.

• Communicate with customers by phone, fax or e-mail concerning orders, returns,

• shipments and product availability. Assist customers in determining quality requirements, pricing, coverage rates, sending samples or referring the customer to product distributors as necessary.

• Primary point of contact for customers and serves as a resource for information and problem-solving for customers as well as sales, operations, distributors and division personnel.

• Contact customers as necessary to advise of product shipment dates or delays.

• Assist sales staff in maintaining ITW Polymers Sealants distributorship relationships.

• Assist in setting up new customer accounts, including responding to customer

• requests for credit applications, and liaison with credit department to ensure that proper credit information is provided.

• Provide assistance to outside sales personnel on customer follow-up, order expediting, administrative and provide technical assistance for questions received within scope of knowledge.

• Work closely with the finance department to resolve disputed invoice issues,

• investigate pricing discrepancies and inform the accounting department of orders placed by credit hold and pre-pay accounts to ensure that proper accounting issues are managed.

• Report all out of line conditions effecting customer service.

• Follow all company policies, including safety and behavior.

• Work as a team with Plant Managers, Accounting and Shipping to maximize customer satisfaction

• Direct communication with the Segment Manager and/or Sales Representative regarding key customer needs.

• Occasional customer visits which may require overnight stays.

• Other Duties as assigned.

• Special projects upon request.


• Requires ability to read and comprehend documents including customer orders, price lists, training and procedural manuals

• Excellent communication (written and verbal) skills with internal and external customers at all levels of the organization providing courteous, timely and accurate information.

• Ability to handle multiple tasks and to prioritize situations requiring urgent attention is critical. Time management and organization skills are required.

• Strong knowledge and experience with shipments (air and ocean) of hazardous goods and the regulations associated with them

• Ability to schedule, authorize and organize freight forwarders for outward-bound shipments.

• Must exhibit consistent behaviors: Accountability, Teamwork, Consumer/Customer Focus and Coach-ability.

• Demonstrated competencies in computer software (MS Office (word, excel), CRM Database). Previous CRM experience a plus.

• Experience working with Manufacturing is preferred.

• Ability to work with minimal to no supervision


• High school diploma or general education degree (GED) required. Bachelor’s degree preferred.

• Four years or more Customer Service experience preferred, ideally industry related.

• Understanding of, or aptitude to learn, basic polymer chemistry systems


Constant need (66% to 100% of the time) engaged in the following activities:

a. Sitting

b. Using hands and fingers to type

c. Verbal communication

d. Lifting or carrying up to 25 lbs.

Frequent need (33% to 66% of the time) engaged in the following activities:

a. Reaching with hands and arms

b. Standing or walking

Occasional need (1% to 33% of the time) engaged in the following activities:

a. Climbing (stepstool or ladder)

b. Stoop, kneel, or crouch

c. Lifting or carrying between 25 and 50 lbs.


1. Generally, indoors in a controlled environment (66% to 100% of the time).

2. Occasional exposure to be in a manufacturing environment with limited heat or air conditioning (1% to 33% of the time), that require the use of personal protective equipment such as safety glasses and safety shoes.

3. Moderate noise