International Customer Service Specialist (Bernard - Beecher, IL_

Comprised of a market-leading portfolio of best-in-class brands, the businesses of ITW Welding work together to provide premium performance delivered through a breadth of solutions encompassing welding, cutting, consumables, and accessories. ITW Welding North America represents Miller Electric Welding Equipment, Safety & Accessories, Hobart Filler Metals, and Bernard / Tregaskiss MIG Guns.

Bernard Welding's success and reputation of being a MIG welding innovator can be traced back to its pioneering efforts in the welding industry shortly after World War II. Over 75 years later, Bernard's headquarters and state-of-the-art manufacturing facility operates in Beecher, Illinois. As part of ITW Welding — a group of companies owned by ITW that supply welding related products globally — Bernard maintains its commitment to high quality and durable semi-automatic MIG welding products.

Job Description:

Are you an energetic and self-motivated individual passionate about providing best-in-class customer service? Do you enjoy a fast-paced work environment where you interact with internal and external customers daily?

The International Customer Service Specialist will be responsible for providing exceptional customer service to our international customer base. The individual will be the main point of contact for international customers and will work closely with other departments to ensure customer satisfaction. This is a full-time hourly position working on-site out of our Beecher, IL, facility.

Essential Functions:

• Build strong and meaningful relationships with international customers, understanding their needs and ensuring their satisfaction.
• Partner with logistics, quality control, manufacturing, and purchasing departments to ensure product availability and customer satisfaction.
• Partner with sales and external contacts to meet customer needs and develop meaningful, and impactful relationships.
• Manage orders and communication, on a daily basis, while maintaining KPI's and maintaining compliance.
• Investigate and resolve customer claims and complaints; maintain appropriate documentation trails.
• Lead in developing customer and department specific process improvements.
• Efficiently and accurately, enter, process and invoice orders using various software systems as required.
• Manage inbound calls to assist customers and sales teams with product, delivery, and account assistance.
• Work effectively through email, quotes, and product recommendations.
• Ensures shipments comply with US Customs Automated Commercial Environment (ACE) with filling in Electronic Export Information (EEI).
• Ensures pickup/delivery, export procedure and proof of delivery with customers and/or freight forwarders.
• Provide support for the domestic customer service group as needed.
• Utilize troubleshooting and time management skills to exceed customer expectations
• Additional duties as assigned.

Education Requirements:

• High school diploma or GED equivalent required.
• Post-Secondary Education preferred.

Experience & Skills:

• Minimum of 3-5 years of experience in customer service or a related field.
• Minimum of 2+ years of experience with International order processing and compliance either in global customer service, logistics, or supply chain roles.
• Knowledge of compliance requirements for International shipments (Bill of Lading, Commercial Invoices, AES/EEI filing, HTS codes, Incoterms) strongly preferred.
• Manufacturing background preferred.
• Experience with Customer Relationship Management (CRM), Microsoft Dynamic 365 (MS D365), and Precision software are an asset in this role.
• Demonstrated ability to multi-task with a high level of comfort using multiple systems is required. Emphasis on working with Precision and MS D365 is preferred.
• Display comfort navigating Microsoft Office programs; Word, PowerPoint, Excel, Outlook and Teams.
• Be tenacious and solution driven, displaying an analytical approach to challenges.
• Ability to make sound, customer-oriented decisions in a fast-paced environment.
• Excellent verbal, written, and interpersonal communication skills with internal and external customers.
• Able to build and maintain strong relationships with internal and external customers. Must be a team player.
• Ability to participate with online training through videos and Microsoft Teams.
• Ability to report to a remote supervisor and work with a hybrid team.

All your information will be kept confidential according to EEO guidelines.

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.  

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.