Customer Service Representative in Mechanic Falls, ME at ITW

Date Posted: 5/15/2020

Job Snapshot

Job Description

Electro Static Technology (EST), an ITW Company, is the global leader in mitigating damage caused by stray electric charge on moving and rotating surfaces. EST’s innovative and patented AEGIS® Shaft Grounding Rings are used by globally-renown electric motor and generator manufacturers. Our AEGIS® Shaft Grounding Rings can be found in dozens of markets from HVAC and power generation to electric vehicles.

The Customer Service Representative is responsible for providing effective customer service for orders, questions, and complaints through phone and email.  With in-depth product knowledge the CSR will respond to customer needs and respond to requests for service and assistance.  A technical aptitude; strong communication skills, both written and verbal; and interpersonal skills, are all requirements to do this job successfully. This is not a general call center customer service position. 
Essential duties will include but are not limited to:

Order Management:

  • Process sales and return orders, to include account compliance, pricing, discounts, freight, carrier requirements, packaging and other related customer expectations
  • Review daily open orders and work with production team as necessary to understand and minimize delays to on-time, complete shipment 
  • Resolve all EDI and web order issues within the established guidelines
  • Maintain comprehensive filing system in accordance with file retention guidelines

Customer Communication:

  • Provide answers and respond to customer queries via phone, email and online website chat, courteously and consistently 
  • Learn and apply product knowledge to effectively and correctly answer customer queries 
  • Keep up with developments and enhancements of products

Customer Experience Management:

  • Work with appropriate departments to get errors resolved in a timely manner
  • Maintain master customer information and keep all databases up to date
  • Be proactive in bringing forth problems. Recommend potential improvements/resolutions for department and/or customer issues
  • Review and communicate changes to monthly scorecards
  • Work with team to identify and implement improvements to support high customer satisfaction ratings
 Job Requirements:
  • High School Diploma or equivalent
  • Minimum of 3 years related work experience 
  • Customer Service experience with both OEM & distribution sales channels a plus.
  • Excellent written and verbal communication skills
  • Experience working in a manufacturing environment is a plus.
  • Strong knowledge of Microsoft Office (Outlook, Excel, PowerPoint).
  • Ability to perform basic mathematical calculations as they relate to calculating pricing, revenue, and margin


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