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Customer Service Representative in Chicago Heights, IL at Illinois Tool Works Inc.

Date Posted: 2/27/2019

Job Snapshot

Job Description

ITW Specialty Films Division

A division of Illinois Tool Works Inc. (ITW), a Fortune 200 Company, ITW Specialty Films Division is part of the Specialty Products Segment. 

The ITW Specialty Films Division has manufacturing and sales in the Americas, Europe and Asia.  The division has amassed vast experience in the development, design, and manufacture of a wide array of unique films, foils, holography, laminates, and transfers.  The division offers customers a comprehensive, broad portfolio of unique solutions for a wide variety of consumer and industrial applications including architectural, card, containers, cosmetics and personal care, medical, pipe and cable, transportation parts and accessories and more.  These solutions are used by customers around the world and can be applied to a wide range of substrates including: glass, label, metal, plastic, rubber and wood. 


The Customer Service Representative is a key member of the Customer Service Team and the first point of contact for the company. It is the CSR’s job to provide best in class customer service support by proactively responding to customers regarding order processing, shipments, technical support, and quoting. In addition, provides support to the field sales team and takes appropriate action to ensure that customer needs are met on a timely and efficient basis.


  • Professionally handle incoming requests from customers, suggest solutions and ensure that issues are resolved promptly and thoroughly.  Customer requests may include: order status, change in order, material tracking, pricing, product availability, technical support, product recommendation, etc.

  • Handles and resolves customer's complaints at a high level.

  • Maintains customer accounts, answers customer inquiries, tracks shipments, checks inventory levels, and trouble shoots any issues that arise.

  • Ensure that customer orders and information are accurately entered and processed.

  • Interact with customers to provide information in response to inquiries about products and services.  Accurately prepare and create customer quotes in a timely manner.

  • Uses a computer system to track questions and answers as well as enter orders. Provide expert support to other users on business system issues.

  • Communicates with other departments and management to resolve problems and expedite work.

  • Follow up with individual customers until a question is answered or an issue is resolved.

  • Resolves product and delivery problems for customers. Utilize all available resources to troubleshoot problems. Solve problems proactively.

  • Partners with the field sales team to meet and exceed customer service expectations.

  • Must be energetic, proactive and willing to go the extra mile for the customer, field sales team and colleagues.

  • Must have a positive attitude and demonstrate the ability to work in a team environment.

  • Ability to plan, prioritize, and problem solve with a high degree of urgency.

  • Ability to handle customer complaints/issues with confidence.

Job Requirements


  • High school diploma or equivalent.

  • Minimum of 5 years related Customer Service experience

  • High aptitude for mathematics

  • Strong interpersonal, written, and oral communication skills.

  • Detailed oriented, highly motivated with ability to prioritize and multi-task.

  • Experience working in a team-oriented, collaborative environment.



  • Work is normally performed in a typical interior/office work environment.

  • Limited physical effort required.

  • Some exposure to physical risk in plant and lab areas. Plant can/may include heat, humidity, machinery with moving parts, noise. PPE required.

  • Frequent exposure to chemicals, solvents. (Toxic and flammable substances).

  • Limited physical effort required.

ITW Specialty Films is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

 If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please email to request assistance. No other requests will be acknowledged.