Job Description:

Customer Service Representative

Hourly Rate: $20 - $25

Position Overview

We are seeking a Customer Service Representative to oversee and support our customer accounts. This role plays a crucial part in ensuring a high standard of service for both external customers—primarily in the U.S. and Europe, with some support for Asia—and internal stakeholders.

This individual will help coach, train, and develop team members while driving improvements in departmental systems, policies, and procedures. They will lead by example, fostering a culture of continuous improvement and teamwork.

Success in this role requires accuracy, efficiency, and a hands-on approach within a small, dynamic team. The ideal candidate is a proactive problem-solver who is patient, empathetic, and passionate about delivering exceptional customer experiences. A keen interest in new technologies and strong attention to detail will be key assets.

This is an in-office position located in Hatfield, Pennsylvania.

Responsibilities:

Identify opportunities to enhance internal processes that promote best practices and lead to overall performance improvement and organizational efficiency.

Monitor performance and work towards achieving key performance indicators (KPIs) and provide an excellent service to customers.

Works with Simco-Ion's Top 80s Customers

Evaluate customer feedback and identify ways to maximize customer satisfaction.

Ensure that standard operating procedures are documented and maintained.

Monitor and assign emails in generic inboxes.

Responsible for timely acknowledgment of all sales orders, ensuring Simco-Ion’s lead times are correctly communicated and documented to customers.

Produce written reports when required to do so.

Traces lost shipments and resolves difficult and complex problems.

Receive inbound calls and respond to calls as appropriate

Accurately enter customer sales orders and quotes

Process/prioritize inbound orders for order entry

Customer follow-up for order confirmations and changes

Support with R.M.A. processing as requested

Providing customer order/backlog reports

Additional tasks as assigned.

Ideal Qualifications:

Prior experience in a manufacturing industry Customer Service role.

High School Diploma, G.E.D, or equivalent (Required).

Ability to act as a point of escalation for complex customer issues and work closely with management to implement strategies for continuous improvement.

Prior experience working in an ERP system is required.

Experience with Salesforce.

Must possess excellent verbal and written communication abilities.

Must possess exceptional data entry skills and strong attention to detail.

Must possess basic computer literacy skills with Excel Pivot tables, Outlook, MS Office, and other related business tools.

Assist in maintaining and enforcing company rules and safety procedures to ensure a clean and safe work environment.

Compensation Information:

Hourly Rate: $20 - $25

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.