Purchasing & Customer Service Manager in Westminster, MA at ITW

Date Posted: 3/9/2018

Job Snapshot

Job Description

Job Description

Job Title: Purchasing & Customer Service Manager

Reports to: Plant Manager

Revision Date: 2/2018

Role Summary:

Responsible for the oversight all purchasing and customer service activities to insure our customer requirements are met. Provide administrative support and logistical assistance to the division’s customers and sales organizations.

Key Accountabilities:

●  Responsible for the management and oversight of all plant level purchasing activities and leadership of the plant purchasing personnel.

●  Responsible to develop and report on KPI and other metrics, as directed by the Plant Manager.

●  Act as intermediary between the plant and sales for all sales related issues impacting the plant’s ability meet proposed customer requirements.

●  Responsible for dealing with customer questions and issues elevated above the customer service representative level.

●  Responsible for overseeing the review, investigation, and resolution of customer complaints.

Interactions Internal/External:

●  Interacts internally with all departments.

●  Interacts externally with customers and vendors.

Key Competencies:

●  Able to evaluate the performance of personnel in the department. This individual recommends training requirements, has the duty to keep the staff at the highest level of skill necessary to meet company needs and objectives, and may recommend that personnel be hired or removed from the department.

●  Understand and adhere to TS16949/ISO14001 procedures specific to department.

●  Able to Interpret, both customer and ITW, issues concerning policy and procedures for such items as credit processing, return goods, pricing programs, and conditions of sale.


●  Bachelor’s Degree in Business Administration or Technical Field

●  MBA highly desirable


●  7-10 years’ experience as a Purchasing Manager in a manufacturing environment

●  Proficiency with MRP, Lean, and EDI systems

●  Previous supervisory experience; Demonstrated ability to develop and lead a team

●  Previous customer service experience is desirable

●  Plastic injection molding experience is highly desirable.

●  Experienced in Lean Manufacturing, KanBan, JIT, and Value Stream Mapping.

Physical Requirements:

●  Light lifting.

●  Able to sit for long periods of time.

●  Use of a personal computer / excellent computer skills.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

These duties cover only the more significant duties and are only representatives, they are not meant to be all- inclusive. Other duties may be given in addition, or instead of, those listed here.

Job Requirements


Automotive OEM
ITW’s Automotive OEM segment designs and manufactures innovative fasteners, interior and exterior components, and powertrain and braking systems for OEMs and their top-tier suppliers. ITW’s automotive businesses have a high level of customer intimacy, enabling customer-back innovation to address complex needs such as vehicle efficiency, safety, and quality. Deep market knowledge and strong manufacturing process capabilities allow ITW’s automotive businesses to be nimble, niche problem solvers for their sophisticated customers.


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