Sr. Customer Service Representative (3422) in Bartlett, IL at ITW Construction Products

发布日期: 3/20/2020



ITW Residential & Renovation is seeking a Sr. Customer Service Representative to perform and support Customer Service processes, operations and information consistent with meeting business and customer service goals and objectives. To project a customer-friendly and helpful attitude and display a willingness to help the customer, Sales, and Operations teams to the fullest extent possible.  Must work well with minimal supervision and be flexible based on business conditions.  Will assist in training and coaching of new team members on daily system functions and requirements.

ITW Residential and Renovation, division of the Construction Products business segment, is a global provider of innovative fastening solutions that improve contractor productivity and building quality in the residential, commercial and renovation construction industries. Our products are positioned as market leaders and category leading brands include wood to wood fastening systems (Paslode), structural wood fasteners (GRK Fasteners™), concrete anchoring systems (Tapcon®, Red Head®, Ramset®), underlayment screws (Rock-On®, Backer-On®), self-drilling screws (Teks®) and drywall anchoring systems (E-Z Ancor®).

ITW offers its employees a path for advancement, a competitive salary, and a comprehensive benefits package designed to help employees care for themselves, their families, and their futures.

Core Responsibilities

Order Management
  • Process sales and return orders, inclusive of account compliance, pricing, discounts, freight, carrier requirements, packaging and other related customer expectations.
  • Review daily open orders and work with Shipping / Supply teams as necessary to understand and minimize delays to on-time, complete shipment for assigned customers.
  • Resolve all EDI and web order issues with the processes established and within the guidelines for the department.
  • Maintain comprehensive filing system of paperwork support in accordance with file retention guidelines.

Customer Communication

  • Provide answers and respond to customer queries via phone, fax and email, courteously and consistently using established guidelines.
  • Learn and apply product knowledge to effectively and correctly answer customer queries. Keep up with developments and enhancements of products.
  • Work with team to identify and implement improvements to support high customer satisfaction ratings

 Customer Management / Support

  • Partner with Sales, Finance, I/S and Distribution to identify and meet assigned customer account needs.
  • Work with appropriate departments to get errors resolved in a timely manner, maintain master customer information and keep all databases up to date.
  • Compile data for departmental and customer reports utilizing the appropriate business system and Cognos as a data source. Analyze the output for trends, problem areas, dispute potentials and results. Summarize and prepare the reports for regular distribution.
  • Perform backup process support for assigned customers.
  • Be proactive in bringing forth problems. Recommend potential improvements / resolutions for department and/or customer issues.

Job Requirements

  • High School Diploma or equivalent
  • Minimum of 3 years related work experience (Experience is defined as working as a customer service representative in a fast-paced environment handling multiple functions)
  • Customer Service with Big Box (i.e. Home Depot, Menards, Walmart) or lumber yard customers a plus.
  • Experience working with Manufacturing is a plus.
  • Excellent written and verbal communication skills with ability to effectively interact and present to both internal and external clients.
  • Must exhibit consistent leadership competencies: delivering results, developing skills, effective personal influence.
  • Strong knowledge of Microsoft Office (Outlook, Excel, PowerPoint).
  • Ability to perform basic mathematical calculations as they relate to calculating pricing, revenue, and margin

 Physical Demands:

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.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk.

Specific vision abilities required by this job include close vision, depth perception and ability and the ability to adjust focus while performing duties of this job.

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.
We do not accept unsolicited resumes. To be considered an applicant, please apply online to a specific job posting. 
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 click here for information on how to contact us directly.