Customer Service Supervisor in Glenview, IL at Magnaflux

Date Posted: 6/27/2019

Job Snapshot

  • Employee Type:
  • Location:
    155 Harlem Avenue
    Glenview, IL
  • Job Type:
  • Experience:
    At least 4 year(s)
  • Date Posted:

Job Description

Magnaflux, a division of Illinois Tool Works (Fortune 250), is a leading worldwide supplier of magnetic particle, dye penetrant inspection equipment and associated chemical products used for applications within the Aerospace, Automotive, Oil & Gas and Energy markets.

With over 85 years in the industry, Magnaflux offers employees a competitive salary and comprehensive benefit package, including medical, dental and life insurance, 401(k) with immediate company match, and much more!

The Customer Service Supervisor will provide day to day leadership direction to the Customer Service team including proactive guidance, troubleshooting support, and issue escalation. This role will report to the Inside Sales Manager and be a working supervisor role that is also responsible for working with customers, processing orders and taking inbound calls in an effort to help the team achieve department goals.     

Essential Job Responsibilities:

  • Develop the team through effective coaching, mentoring and training.
  • Work with the team, customers and other functional areas to ensure all orders are fulfilled in expected timeframe and resolve issues that arise.
  • Manage system and process changes within the team to continuously improve the customer experience.
  • Process customer orders, issue credits and enter special customer requirements as specified on orders. Take lead on international customer orders. Follow progress of orders and communicate with customers as needed.
  • Provide resolutions to our customers inquires by answering inbound calls, emails and Zendesk tickets.
  • Work directly with customers on requirements, pricing, and resolution of customer issues.
  • Act as department liaison for accounting, shipping and quality control departments for any customer service business needs.
  • Manage team’s goals and metrics to ensure department productivity and accurate order entry.
  • Provide concise and clear direction to the team and follow through where needed.
  • Resolve internal staff conflicts in an effective manner through open communication, ensuring confidentiality.
  • Maintain staff by interviewing, selecting, orienting and training employees.
  • Motivate staff, manage individual goals and encourage personal growth within the organization.
  • Any other duties assigned in support of the customer service function.      

Job Requirements

  • High School diploma with 4+ years of customer service experience. Customer service supervisory experience preferred.

  • Proficiency in Salesforce (or similar CRM), Zendesk (or similar helpdesk tool), ERP systems and Microsoft Office.

  • Exceptionally strong communication skills.

  • Strong organizational and interpersonal skills.

  • Strong attention to detail.

  • Strong problem-solving skills.

  • Ability to respond to significant inquiries or complaints from customers, regulatory agencies, or members of the business community.

ITW 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 visit our website for more information on how to apply.

ITW Test & Measurement and Electronics
ITW’s Test & Measurement business provides specialized test and measurement solutions with leading technology to a diverse set of customers operating in highly regulated, demanding environments. Strong brand positions, technological expertise, and market knowledge enable ITW to provide value-added testing and measuring equipment with service and aftermarket capabilities that customers value.
ITW’s Electronics business provides manufacturing and maintenance, repair, and operations (MRO) solutions that serve the semiconductor, industrial, life sciences, and automotive industries among others. Strong brands deliver quality performance and products that improve customers’ accuracy and speed to market.