Customer Service Representative

Our Customer Service team plays an important role in our business operations and customer success. As a Customer Service Representative, you will get to work in a fast-paced and dynamic environment, leveraging your entrepreneurial spirit, strong communication & problem-solving skills and multitasking abilities to create great customer outcomes. This is an exciting opportunity to join our dedicated team and grow your career in a Division within a market-leading, Fortune 200 organization.  

ITW’S BUSINESS MODEL & CULTURE: 

• We have an environment shaped by our decentralized, entrepreneurial culture that brings our exciting ideas to life.  Our people thrive in our “flexibility within the framework” approach. 

• We are committed to providing you with growth and development opportunities that maximize your unique potential. 

• Our culture empowers you to think and act like a business owner – we want your entrepreneurial spirit to thrive! 

• Be a part of One ITW/One Team, where everyone’s contribution matters in our quest to achieve our full potential. 

• We live by our Core Values: simplicity, sharing risk, integrity, respect, and trust. 

YOU MIGHT LIKE THIS JOB IF YOU ARE/HAVE… 

• Organized and detail oriented - you easily pick up on granular details others may miss.  

• Intrinsically motivated and autonomous. You are self-driven but also thrive in a collaborative environment where you can work with others. 

• You are obsessed with the customer experience and are always looking for ways to “solve for the customer”. 

PRIMARY RESPONSIBILITIES: 

• Serve as the primary point of contact for domestic distributors, direct customers, and sales representatives, providing exceptional customer service, product expertise, and account support. May be assigned specific customer accounts for ongoing management. 

• Respond promptly to customer inquiries and requests, process orders accurately, and identify, investigate, and resolve customer issues in a timely manner. 

• Coordinate product returns, credit requests, and all associated documentation, ensuring compliance with company policies and procedures. 

• Manage international and export customer communications, addressing product updates, availability, scheduling, delivery timelines, pricing, and new product introductions. 

• Support the processing of international orders, including preparation of pro forma invoices, import/export documentation, shipping instructions, and special pricing quotations. 

• Coordinate international shipments by preparing required documentation, collaborating with freight providers, and ensuring compliance with all applicable export regulations and company requirements. 

• Participate in job-related training and professional development activities to maintain product knowledge, strengthen customer service skills, and support continuous improvement initiatives. 

• Promote, support and adhere to all safety, environmental and quality related policies and procedures. 

QUALIFICATIONS, SKILLS & COMPETENCIES: 

• High school diploma or equivalent. 

• 1–3 years of customer service or related experience, with a demonstrated ability to provide exceptional customer support, manage multiple priorities, and build positive customer relationships. 

• Understanding and previous experience of ERP systems.  Syspro experience a plus. 

• Proficiency in MS Office, specifically Excel and Word required. 

• Excellent interpersonal, written, and verbal communication skills, with the ability to build strong relationships and communicate effectively with domestic and international customers and colleagues. 

• Strong cross-functional collaboration skills, with the ability to work effectively with Operations, Marketing, Sales, Finance, and other internal stakeholders to resolve customer issues, coordinate activities, and deliver exceptional customer service. 

• Ability to pass DOT/IATA/IMDG classes.