Customer Service Representative

Company 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.

Job Description

The Customer Service Representative (CSR) provides support to help meet/exceed ITW StampTech Fastener's constantly evolving customer service objectives. This employee must have a customer centric mindset, be proactive in their work, anticipate their customers' needs and multi-task effectively. This role also requires the ability to excel in a fast paced, constantly changing environment, with a detailed oriented and problem-solving mentality. To do well in this role you must be able to remain calm when customers are frustrated and have experience working with computers. There is plenty of advancement opportunity within and outside this team at ITW.

This job opportunity is first shift in Lexington, KY; with around 100 employees. At ITW StampTech Fasteners, different perspectives are valued; employee engagement is high, and employee's ideas are welcome and encouraged.

Role Specific Responsibilities

• Communicate with assigned customers effectively through various channels.
• Provide accurate, valid, detailed, and timely communication with customers.
• Perform daily order management, processing and reporting for all assigned customers.
• Monitor order status daily and understand change points corresponding to lead time requirements, address discrepancies with customers and escalate when necessary.
• Question any shipments that will not be ready on time by communicating/coordinating with production manager to ensure production/assembly schedules align with customer shipment requirements. May also be required to reach out to other ITW teams for raw material/production requests and updates.
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Respond promptly and effectively to customer's inquiries, questions or complaints regarding company products(phone and email) in a professional manner.
• Determine best method to resolve problems to ensure customer satisfaction.
• Obtain an in-depth understanding and ownership of assigned customers.
• Become familiar with all ITW StampTech Fastening'sproducts to understand their use and their competitive advantages.
• Provide support for all customer service team members when needed.
• Cross-train with department co-workers to increase the knowledge, flexibility, and efficiency of the overall ITW team, while also providing back-up support and coverage for colleagues(shipping clerk, CSR, and CSM).
• Generate a variety of documents used in booking/scheduling shipments including: domestic, imports, exports, and expedites.
• Perform a variety of administrative duties including, but not limited to, composing correspondence, filing, and preparing reports.
• Contributes to team success by focusing on continuous improvement and success for the entire team.
• Other duties as deemed necessary to meet the needs of the business, including undertaking special projects as assigned.
• Follow all rules, regulations and work processes set forth by the company.
• Hold self-accountable to create and maintain a safe and clean working environment.

Problem Solving and Innovation

• Active participation in continuous improvement activities.
• Participates in daily problem-solving, anticipates upcoming customer concerns.
• Takes responsibility and ownership for personal learning and development in the spirit of continuous improvement of both self and the business.
• Assists in the training, mentoring and assessment of both self and other team members.
• Exercises autonomy and judgment subject to overall direction or guidance

Qualifications

Minimum Qualifications/Requirements
• Excellent verbal/nonverbal and written communication skills.
• High level of organization and ability to multi-task.
• Ability to understand assigned tasks and prioritize accordingly.
• Ability to hold self-accountable and remain detail oriented in all tasks.
• Displays sound judgement and robust communication skills.
• Strong process improvement and problem-solving skills.
• Ability to assess and provide solutions for customer problems/concerns.
• Strong ability to build and maintain customer relationships.
• Ability to report out on numerous customer KPI's and company directives.
• College education and/or industrial experience of 3-5 years(Manufacturing experience strongly preferred)
• Intermediate computer knowledge is required including Microsoft Outlook, Teams, Word, and Excel; skills test may be required.
• Ability to read, write, listen well, negotiate with all customer contacts and management.
• Ability to remain calm in difficult situations.
• ERP experience is a plus
• Strong interpersonal, organizational, and communication skills.
• Strong data analytics, solution driven, proactively engaged and customer focused approach
• Ability to work independently and as part of a team.

Working Conditions
• Basic office environment.
• Maintain a clean and safe work environment.
• Safety toed/ slip resistant shoes, safety glasses and earplugs are required on the plant floor.
• Occasionally required to work in plant area.
• Ability to lift a minimum of 45 pounds.

Additional Information

ITW Culture & Leadership Expectations:

• Exemplify and embody the ITW Leadership expectations
• Able to thrive and collaborate in a decentralized and entrepreneurial culture
• Able to take a high level of accountability and ownership for personal and company performance
• Able to communicate both verbal and written with clarity and simplicity
• Exemplifies a strategic-thinking approach and process to product management
• Able to make decisions and use critical thinking and analytical approaches when weighing options

ITW is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

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.