Customer Service Representative

Job Description:

Support Texwipe in all aspects of Customer Service. Interact with Customers and Sales Managers handling a variety of pre-sales and post sales service functions. Maintains records of returns, product enhancements or changes, and product pricing. Processes returns, samples, and resolves shipping discrepancies. Profile customer and assess requirements.

ESSENTIAL JOB DUTIES

·       Order processing for North America, Europe, Asia, and South America, Support full range of product lines through various programs: Blanket Orders, Custom Orders, EDI (Electronic data Input), Website/E-Mail, and Ecommerce Store.

·       Review incoming information received from customers, verify accuracy, and communicate customer requirements to relevant departments (Manufacturing, Quality, Marketing, Finance and Shipping)

·       Compose necessary documentation to release shipment, including, but not limited to:

o   NAFTA (North American Free Trade Agreement - Canada & Mexico)

o   C of A (Certificate of Analysis)

o   C of C (Certificate of Conformance)

·       Track open order status via automated systems. Provide updates to customers, Regional Sales Managers, and internal staff. Process Website sales leads.

·       Review and update change orders submitted by customers and review with pertinent departments for feasibility and implementation.

·       Based on knowledge/experience with Carrier Software packages, partner with customer on various shipping options and associated costs (i.e., Federal Express, UPS, DHL).

·       Regional Sales Manager Support - liaison with internal departments, distributors, and end-users.

·       Provide administrative support including correspondence, order/sample tracking, mailings.

·       Quality Control Support – process Certificates of Conformance and Analysis.

·       Update Product Encyclopedia in accordance with revised specifications, assure new and discontinued products are addressed.

·       Respond to technical inquiries. Utilize the Product Encyclopedia, Master Catalog and various Technical Tools for reference. Involve Product Management and Quality Control as necessary.

·       Returns/Credits - investigate all return requests for eligibility

·       Process necessary return documentation and credits.

·       Maintain customer profile screens and special price quotations.

·       Review and update distributor spreadsheets as required.

·       Assist in review of global price lists, and distributor on-line catalogs. Complete special projects as requested.

·       Perform all other duties assigned.

EDUCATION, EQUIVALENT EXPERIENCE AND OTHER QUALIFICATIONS

·       High school diploma or GED required; post- secondary education preferred.

·       3 plus years’ experience in Customer Service preferred.

·       Experience with ERP systems a plus.

·       Thorough knowledge of Global distributor programs, products, pricing, and field sales requirements.

·       Experience with various carrier software packages (i.e., Fed Ex, UPS, Airborne, Bill of Lading), including familiarity with hazardous shipping regulations.

·       Basic math skills required.

·       Strong computer skills required, specifically Excel formulas, spreadsheet development and manipulation.

·       Ability to deliver excellent customer service, externally and internally. Represent the company with the proper telephone etiquette.

·       Detail-oriented, organized, and able to multitask. Strong time management and decision-making skills.

·       The ability to work with others, be self-motivated and maintain a positive and engaged attitude.

·       Exceptional verbal and written communication skills

·       Packing and shipping of merchandise (samples, orders, etc.).

·       Must be able to lift up to 25 lbs.

·       Frequently sit for extended periods of time to work at a computer and answer telephone.

·       Responsible for maintaining work area and notifying management of any issues pertaining to equipment or functionality.

·       Normal office environment with moderate noise levels with computers/printers operating and telephone rings.

·       Occasional exposure to forklift traffic

·       Follow all safety policies and procedures.

·       Wear Personal Protective Equipment in required areas.

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.