Customer Service Representative in Cincinnati, OH at ITW Polymers and Fluids

Date Posted: 6/2/2018

Job Snapshot

Job Description

Position at ITW Evercoat

Company Description:

ITW Evercoat is the global leader in the manufacture of professional auto body repair fillers and putties, adhesives, professional car care, recreational marine patch and repair products. Evercoat is a division of Illinois Tool Works Inc within the ITW Performance Polymers and Fluids segment.  We are known for our unique 80/20 business model and core values of Integrity, Respect, Trust, Shared Risk and Simplicity. Illinois Tool Works (ITW) is a Fortune 200 Company headquartered in Glenview, IL.

Job Summary: 
As a Customer Service Representative you will provide total customer service including order entry, shipment information, and technical information.  This role will focus on international customers while providing backup to other roles as necessary.

Primary Responsibilities: (Other duties as assigned)

  • Responsible for daily processing of international and domestic customer orders and samples requests via telephone calls, faxes and email communications.
  • Responsible for answering customer calls, technical calls via phone, emails and Web contact forms.
  • Responsible for processing debits, credits and RMA’s, investigating customer deductions and resolving them in a timely manner, and other duties pertaining to the satisfaction of the customer.
  • Responsible for cubing of shipments (calculating size and dimension of products skids for container and trucks) and consolidating BOL of multiple shipments across the border to appropriate customers. Coordinates with LTL, TL carriers and Freight Forwarders the loading sequence of orders; responsible for spot quotes for miscellaneous transport needs as required.
  • Responsible for preparing all export documentation, including order acknowledgements, Proforma invoices, commercial invoices, SLI’s, IMO’s, packing lists, hazardous material documentation, and assignment of IMDG Declaration to products as required; Maintains thorough knowledge and certification in all DOT, IMDG, IATA regulations and practices related to the shipment of international products.
  • Coordinates carrier documentation, Bills of Lading, pick tickets, etc for assigned international shipments.
  • Responsible for filing all paper work pertaining to their accounts.
  • Responsible for staying up to date on product knowledge.
  • Build customer relationships to achieve long-term partnerships; Build and maintain a support role with all other departments.
  • Work as a team and provide back up support as needed.
  • At least four (4) years customer service and data entry experience, preferably in an industrial, chemical or manufacturing environment.
  • Should have at least one (1) year experience with international orders, shipments, etc. including DOT, hazmat and freight forwarders.
  • Excellent communication skills, grammar and telephone techniques.
  • Ability to multi-task and work under pressure.
  • Excellent knowledge of computers, word, excel spreadsheets and Outlook.
  • Bilingual preferred (particularly English/Spanish)


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