Customer Account Administrator

ITW Pro Brands is a manufacturer of lubricants, cleaning chemicals, and corrosion preventatives formulated to maximize equipment productivity and product quality for customers. We go to market through B2B with a focus on the automotive, aviation, fabricated metal, food processing and machinery manufacturing market segments. Offering a brand portfolio that is well recognized within these industrial channels, our premium products address customer pain points and our direct sales team provides expert, value-added consulting at the customer level. ITW Pro Brands has 3 manufacturing facilities (Olathe, KS, Tucker, GA and DeWitt, IA) and a formulation lab in Carol Stream, IL and employs 250+ individuals.

Summary:

ITW Pro Brands Customer Account Administrator's primary responsibility is to provide efficient, complete customer service to both external and internal customers.  This position will interact mainly with our customers, Sales, Product Managers, Shipping, Production and Sourcing teams.

Essential Duties:

• Respond and/or triage inbound customer phone calls. Prioritizing 80 customer issues/concerns
• Manage and process incoming customer purchase orders in total, in a timely and efficient manner.
• Utilizes critical thinking skills to get to the bottom of the issues and resolve them. Involving other departments when needed but able to communicate what the issue is.
• Understand how to manage EDI cross-reference tables and resolve mid-level EDI errors.
• Build rapport and relationship with customers by proactively answering reasonable customer inquiries in full, reducing re-handling of requests. Works with customers to understand how to use features on the  ITWPB website to self-serve needed documents or information.
• Enter new data and update records across multiple software systems to ensure consistent, aligned information (e.g., NAV, Salesforce).
• Keep customer card up to date with all buyer customer information including triggering NAV documents to customer contacts and shipping instructions.
• Learn basic technical information across product lines to troubleshoot fundamental customer questions. Become fluent in at least three channels.
• Can manage Canadian or Mexico order transactions.
• Serve as a resource for external customer questions; when necessary, refer calls or emails to appropriate cross-functional area(s).
• Addresses complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation. Works with customers to obtain enough information to assist in getting to the root cause of the issue.
• Process Return Goods Authorizations (RGAs) in total in a timely manner to ensure the return is handled correctly. Work with customers to try to resolve issues without return when possible.
• Manage backorder data to keep customers updated. No less than weekly review customer POs not shipped and past due to determine the issue. Notify customers on long-delayed products and update shipment dates as needed.
• Ensure pricing data is correct by communicating discrepancies to Marketing for resolution. Work with customers if their data is incorrect.
• Solicits customer feedback to improve service and responds to requests for service and assistance.
• Participates and leads training as needed.
• Is familiar with ITW Tool Box and employs 80/20 Philosophy to daily work.
• Perform other duties as assigned.

Education:

• High school diploma or general education degree (GED); or one to two years of customer service experience and/or training; or equivalent combination of education and experience.

Other Competencies:

• Customer-focused mindset.
• Outstanding interpersonal and communication skills.
• Collaborative contributor; team-oriented personality.
• Detail oriented.
• Critical thinker and problem solver.
• Computer proficiency- MS Office Products; intermediate Excel, Salesforce, ERP.
• Multi-tasker in a fast-paced environment.
• Exercises sound judgment when interacting with customers and internal stakeholders.
• Takes ownership and drives positive change.
• Ability to adapt to a changing work environment in a positive manner.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

ITW Pro Brands is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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.