Channel Account Specialist

Illinois Tool Works•Bartlett, IL

66d•$30 - $31

About The Position

The Channel Account Specialist provides dedicated support to 80' assigned channel customers. This role serves as the primary liaison between customers and internal teams including Sales, Distribution, IT, and Finance. The specialist ensures accurate order processing, resolves issues, and identifies opportunities for account-specific improvements. This position also provides backup support for similar customer accounts and handles escalated concerns that require non-standard solutions.

Requirements

High School Diploma or equivalent, required.
Minimum of 3 years of customer service experience in a fast-paced, multi-functional environment.
Strong communication and presentation skills for internal and external stakeholders.
Demonstrated leadership competencies and initiative.
Proficiency in Microsoft Office (Outlook, Excel, PowerPoint).
Ability to perform basic math related to pricing, revenue, and margin calculations.

Nice To Haves

Experience with Big Box retailers (e.g., Home Depot, Menards, Walmart) or lumber yard customers preferred.
Manufacturing experience is a plus.

Responsibilities

Process sales and return orders, ensuring compliance with account requirements, pricing, discounts, freight, and carrier expectations.
Maintain and troubleshoot orders submitted via EDI, web portal, and manual entry.
Review daily open orders and collaborate with Shipping/Supply teams to minimize delays and ensure on-time, complete shipments.
Communicate key order updates to Sales partners for consistent customer messaging.
Maintain organized documentation in accordance with file retention guidelines.
Respond to customer inquiries via phone, fax, and email using established guidelines.
Document all customer communications accurately in the ticketing system.
Collaborate with the team to identify and implement improvements that enhance customer satisfaction.
Partner with Sales, Finance, IT, and Distribution to meet customer needs and support divisional annual plan projects.
Resolve errors promptly and maintain accurate customer master data across systems.
Champion process improvements and proactively recommend solutions for customer and departmental issues.
Provide backup support for assigned accounts and maintain customer-specific documentation.