Customer Service Representative

Job Description:

ITW Description:

Founded in 1912, Illinois Tool Works Inc. (NYSE: ITW) is a diversified, Fortune 200 manufacturing company that delivers specialized expertise, innovative thinking, and value-added products to meet critical customer needs in a variety of industries. Ranked among Fortune’s Magazine’s most admired companies, the company focuses on solid growth, improving profitability and strong returns across its worldwide platforms and divisions. These divisions serve customers and markets around the globe, with a significant presence in developed as well as emerging markets. ITW’s revenues totaled $15.9 billion in 2024.

Division Description:

ITW Specialty Films designs, manufactures coated and metalized films for the Financial Card, Secure ID, Specialty Medical Bag, Holographics and Laminations markets.  Operating from 8 locations across North America and Europe, the division leverages unique core competencies and deep technical expertise to meet specialized customer needs.

Position Summary

Customer Service is a key function of the Administration team; your role is to provide a customer experience at the point of purchase and ensure the customer’s needs are fulfilled whilst leveraging the ITW business philosophies.   This position interfaces with sales, accounting, Operations, Research and Development, Schedulers, and other customer service representatives on a regular basis.

The position of customer service consists of interacting with customers to process their orders and provide information in response to inquiries or services and to handle complaints.  In addition, customer service is responsible for accounts receivable records.

The incumbent utilizes technical knowledge of products, product availability, sales territory, and individual customers to provide a key communications link to the customer. 

Essential Duties and Responsibilities

• Records and processes orders and/or inquiries received by mail, e-mail, telephone and/or through personal customer contact.
• Provides pricing, availability, and schedule information within established guidelines.      
• Suggest additional and/or alternative products or services to meet customer needs.
• Enter and confirm customer orders.
• Research and obtain resolution of a variety of customer complaints and issues.     
• Serves as communication link between customers and sales staff to assure responsiveness.
• Calculates, invoices, and replenishes consignment inventories on a timely basis.           
• Monitors customer accounts to ensure compliance  the A/R balances align with ITW policy.
• Answers account receivable inquiries and follow-up.
• Obtain credit information from prospective customers.
• Process daily credit card deposits.
• Strong skills in Excel to prepare reports and spreadsheets for customer and internal reports.                     

Safety Requirements

Actively participates in the site safety programs as a contributor in strengthening safety culture.  This does not require any prior experience with safety programs.

Qualifications

• Post Secondary Diploma or Degree  
• 3-5 years of experience as a customer service representative or equivalent experience
• Excellent time management skills, strong attention to detail and prioritization abilities
• Effective cross-functional communicator and collaborator

Working Conditions and Requirements

• Work is normally performed in an office environment; and requires frequent sitting, computer use, and communication with both office, external customers and production floor teams
• Need to enter production areas; proper PPE required and provided as needed.
• Onsite work

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.

Compensation Information:

This position is a non-exempt hourly position with a rate range of $26.90 - $28.50 based on experience.

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.