Customer Service Representative

ITW

22h

About The Position

Job Summary The Customer Service Representative is responsible for representing StampTech by serving our customers. Requests and inquiries received via phone, email, fax, as well as direct contact from our sales force. Gaining a quick understanding of customer needs, responding promptly, and providing solutions for customers are the keys to developing and maintaining strong customer relationships. This position performs proactive product expediting and data entry to ensure a timely and accurate understanding of customer transactions. These duties are performed mainly for automotive customers in the assigned market segment of our business. Company Overview ITW Description: Illinois Tool Works Inc. (NYSE: ITW) is a global Fortune 200 diversified manufacturing company that delivers specialized expertise, innovative thinking, and value-added products to meet critical customer needs in a variety of industries. ITW, with approximately 14.1 billion dollars in global revenues, operates 7 major segments with businesses in 57 countries that employ approximately 45,000 women and men. These talented individuals, many of whom have specialized engineering or scientific expertise, contribute to our global leadership in innovation. We are proud of our broad portfolio of more than 16,000 active patents. StampTech Fasteners TM Division Description: The ITW StampTech Fastener TM Division serves the major OEMs and Tier suppliers in the North American automotive market. The division supplies stamped metal fasteners and engineered fastener assemblies that leverage our deep-draw stamping technologies. The annual revenue for the division is approximately $160M. Locations include Gallatin, TN, Lexington, KY & Naugatuck, CT. The Division drives profitability by leveraging its innovative solutions and application engineering. In addition to ITW’s industry leading research and development capabilities, StampTech Fasteners TM enhances our customers’ competitive advantage by maintaining advanced engineering and manufacturing facilities in North America, exchanging product, process, and benchmarking information with sister units worldwide and continually improving processes, material, and designs to ensure every product provides value and meets customer expectations.

Requirements

High School or GED is required.
3+ years manufacturing customer service experience - automotive preferred.
Must have strong communication skills and present a positive, professional image of ITW both internally and externally.
High sense of urgency for customer satisfaction.
Requires skill in defusing agitated situations.
Ability to effectively present pricing information, manufacturing lead-time changes and other related data to customers.
Must be capable of meeting deadlines based on customer demand.
Must be capable of perform all functions with minimal errors and omissions.
Must be able to organize and prioritize workload and meet deadlines.
Some weekends/afterhours required on a rotating basis is required.

Nice To Haves

Future3/INFOR experience is a plus.
Understands at basic level minimum the ASN process.

Responsibilities

Relationship management of assigned key accounts.
Service customers seeking assistance with multiple issues such as returns, replacements, refunds, delivery status and backorder inquiries, problem resolution, and any other issues that may arise from the order fulfillment process.
Handle requests for expedites, exceptions, substitutions, allocations orders, and/or special problems.
Evaluate, monitor, and escalate any potential production outages that may impact customers to Management with recommendations.
Interact and coordinate with various departments to ensure on-time deliveries to customers.
Perform order entry by interpreting customer EDI releases and cums.
Analyze inventory to determine availability of SKUs based on customer demand.
Work with Accounting to resolve customer credit/pricing issues.
Act as liaison with customer to set up expedites and make sure expedite is coded properly.
Back-up Shipping office – sending ASNS, print shippers and create pick lists.
General filing and scanning.
Cross-training – all team members are trained on customer-specific guidelines and procedures.
Record customer complaints returns and non-conforming parts (return goods authorization procedures).
Portals and Automotive systems monitored and checked as required by customers.
All other duties as assigned by Manager.