Job Description:

Position Summary

The Customer Service Representative provides proactive customer support by responding to telephone and written inquiries regarding problem resolution, complaints, product information, and order placement. Determines best method to resolve complex customer service problems to ensure customer satisfaction.  

Primary Responsibilities

Respond to customer inquiries via phone and email regarding orders, product information, scheduling, pricing and shippingProcess customer orders and coordinate with other departments to ensure timely fulfillmentBuild and maintain a strong positive relationship with customers and internal teams.Handle and resolve customer complaints promptly and professionallyMaintain accurate customer account records, track shipments and monitor inventory levels to troubleshoot as neededAct as a liaison between customers and internal departments to resolve issues and expedite workProvide clear, accurate product and service information to customer service and internal departmentsProactively identify and resolve product or delivery issues using available resources.Maintains focus on continuous improvement by applying 80/20, PLS and USa principals/techniques and making process improvement recommendations to management.Outstanding time management and organization skillsOther duties may be assigned as required.

Minimum Required Skills and Education

High School diploma or equivalentMinimum of 5 years’ B2B customer service experienceExcellent written and verbal communication skillsSolid organizational skills and the ability to multi-task in a fast-paced environmentHigh accuracy in data entry and strong attention to detailAdvanced computer skills in Microsoft Office, including strong Excel experience with pivot tables and VLOOKUPStrong analytical aptitude to formulate informed answers independentlyGood grasp on the big picture; understand the interconnectedness of seemingly dissimilar customer service activities and their impact on business

Preferred Skills

Associate’s Degree or Bachelor’s Degree in Communications, Business or relatedPrevious inside sales experience with ability to display strong product knowledge to help guide customers’ purchasing decisions

Compensation Information:

Final compensation decisions will be made on a variety of factors, but our base salary range is $65,000-$75,000.

Why ITW ECS?

Here’s what we offer to help you build the future you want:

Generous Retirement Benefits – 401(k) match PLUS an additional retirement contribution to help you plan for the future.Paid Time Off – paid holidays, sick days, and vacation time to take time for what matters.Company-Paid Insurance – Life, AD&D, Short-Term & Long-Term Disability insurance to give you peace of mind.Family-Friendly Benefits – 4 weeks of paid parental leave and adoption reimbursement to support your family journey.Education Assistance – tuition reimbursement because we believe in investing in your personal and professional development.Health and Wellness - medical, dental, vision and a wellness program to help employees take control of their health and well-being.

ITW Electronic Component Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status, age, or any other characteristic protected by law.

Compensation Information:

$65,000-$75,000

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.