Channel Account Specialist

ITW • Bartlett, IL

2d • $30 - $31

About The Position

ITW Construction offers a broad range of professional grade tools and fasteners for numerous construction applications. Our products include structural wood fasteners (GRK Fasteners™), concrete anchoring systems (Tapcon®, Red Head®, Ramset®), underlayment screws (Backer-On Rock-On ®), self-drilling screws (Teks®) and drywall anchoring systems (E-Z Ancor®). ITW Residential Mechanical Fastening excels in meeting the growing demands from Pro end-users for high-quality home improvement and construction fastening products. Our products are trusted by industry professionals and each brand is the market leader in its respective category in terms of quality, performance and ease of use. 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

• Order Management 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.
• Customer Satisfaction Support 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.
• Customer Management & Support 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.

Benefits

• We believe our people are our greatest asset. That’s why we invest in creating an environment where you can thrive—both personally and professionally. For more details, visit our Benefits page.
• In addition, our benefits include paid vacation, sick, holiday, and parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED