Customer Service Representative - job 2 of 2

Established in 1985, Electro Static Technology-ITW, Inc. is the leading global manufacturer of shaft grounding ring, AEGIS® SGR. AEGIS® SGR is used in the motors with variable frequency drives to minimize the bearing failures due to the bearing currents.  Major applications of AEGIS® SGR are EV (Electric Vehicles), generators, and HVAC/Heating systems. In 2000, Electro Static Technology (EST) was acquired by Illinois Tool Works and became part of ITW’s Electronics segment. ITW is a leading diversified manufacturing company with over 100 years of history and over 800 individual business units.

Order Management

• Process sales and return orders, inclusive of account compliance, pricing, discounts, freight, carrier requirements, packaging, and other related customer expectations.
• Review daily open orders and work with Production team as necessary to understand and minimize delays to on-time, complete shipment for assigned customers.
• Resolve all EDI and web order issues with the processes established and within the guidelines for the department.
• Maintain a comprehensive filing system of paperwork support in accordance with file retention guidelines.

 Customer Communication

• Provide answers and respond to customer queries via phone, email, and online website chat, courteously and consistently using established guidelines.
• Learn and apply product knowledge to effectively and correctly answer customer queries. Keep up with developments and enhancements of products.
• Work with team to identify and implement improvements to support high customer satisfaction ratings

Customer Experience Management

• Work with appropriate departments to get errors resolved in a timely manner, maintain master customer information, and keep all databases up to date.
• Be proactive in bringing forth problems. Recommend potential improvements / resolutions for department and/or customer issues.
• Review and communicate changes to monthly scorecards. Work with team to identify and implement improvements to support high customer satisfaction ratings

• High School Diploma or equivalent
• Minimum of 3 years of related work experience (Experience is defined as working as a customer service representative in a fast-paced environment handling multiple functions)
• Customer Service experience with both OEM & distribution sales channels is a plus.
• Excellent written and verbal communication skills
• Experience working in a manufacturing environment is a plus.

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.