Customer Service Representative II
ITW•Olathe, KS
About The Position
Provides exceptional customer service by managing customer orders, inquiries, returns, and account-related issues while serving as a key liaison between customers and internal teams. Ensures accurate order processing, data management, pricing coordination, and backorder communication to support efficient operations and customer satisfaction. Partners cross-functionally with Sales, Production, Shipping, Sourcing, and Marketing teams to resolve issues and deliver a seamless customer experience.
Requirements
- High school diploma or GED and one to two years of customer service experience, or an equivalent combination of education and experience.
- Strong written and verbal communication skills.
- Excellent interpersonal and relationship-building abilities.
- Detail-oriented with strong organizational skills.
- Effective problem-solving and decision-making skills.
- Proficient in Microsoft Office applications, including Excel; experience with CRM and ERP systems preferred.
- Ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment.
- Self-motivated, adaptable, and able to work effectively both independently and as part of a team.
- Commitment to professionalism, accountability, and continuous improvement.
Nice To Haves
- experience with CRM and ERP systems preferred
Responsibilities
- Respond to customer phone calls and emails, providing timely support and resolving inquiries.
- Process customer purchase orders accurately and efficiently.
- Build and maintain positive customer relationships through proactive communication.
- Maintain accurate customer and order information across multiple systems.
- Provide basic product support and direct customers to the appropriate teams when needed.
- Resolve customer concerns related to orders, billing, and service issues.
- Process Return Goods Authorizations (RGAs) and ensure timely resolution.
- Monitor and communicate backorder status updates to customers.
- Review pricing discrepancies and coordinate resolutions with internal teams.
- Gather and respond to customer feedback to support continuous service improvement.
- Participate in ongoing training and professional development.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
