Customer Service Representative in Ottawa, IL at ITW Specialty Products

Date Posted: 7/25/2018

Job Snapshot

Job Description

Zip-Pak located in Ottawa, IL is seeking a Customer Service Representative.

The Customer Service Representative role is to oversee the management and delivery of customer orders. The main responsibilities of the Customer Service Representative include: Billing and invoicing, Credit Processing, Order error resolution and Customer support. The Customer Service Representative will work closely with the Sales and Operations teams to ensure timely order processing.

This position will work from 11am – 7pm, M-F.


  • Completes Invoicing
  • Processes Credits
  • Creates Bill of Lading
  • Potential to handle “20/House” Accounts
  • Maintains Customer Data
  • Communicates with Commercial Team
  • Edits orders received for price and nomenclature
  • Informs customer of unit prices, shipping date, anticipated delays, and any additional information needed by customer
  • Writes or types order form, or enters data into computer, to determine total cost for customer
  • Prints shipment documents and forwards to the Customer Service Manager for review
  • Records or files copy of orders received
  • Follows up on orders to ensure delivery by specified dates
  • Computes price, discount, sales representative's commission, and shipping charges as required
  • Prepares invoices and shipping documents such as export papers, commercial invoices
  • Checks shipping orders to ensure they are accurate with regards to quantity shipped, this is done by comparing shipping documents with computer generated reports
  • Specifies if special labeling is required for shipment and in some instances, supplies to the shipping department
  • Receives and checks customer complaints
  • Confers with production, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments
  • Compiles statistics and prepares various reports for management
  • Employee shall adhere to all responsibilities outlined in Food Safety Management System which is in accordance to the SQF Food Safety Code for Manufacturing of Food Packaging (code 8.0).


Ideal Experience

High School diploma or general education degree(GED); or 6-months to 1-year related experience and/or training: or equivalent combination of education and experience.

Spanish conversational skills

Critical Competencies for Success:


Ability to read and interpret documents such as procedure manuals, work instructions, software manuals. Ability to write routine reports and correspondence. Ability to speak and communicate well with customers.


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


Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.


Must be familiar with current software packages such as Micro soft Word and Excel

Must be familiar with all products lines and customer base.

Must be familiar with the data works system and be able to input and retrieve data

EOE/AA including Veterans/Disabled


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