Customer Service Representative

Customer Service Representative

The Customer Service Representative provides proactive customer support by responding to telephone and written inquiries regarding problem resolution, complaints, product information, and order placement. Determines best method to resolve complex customer service problems to ensure customer satisfaction.

Primary Responsibilities

• Respond to customer inquiries via phone and email regarding orders, product information, scheduling, pricing and shipping
• Process customer orders and coordinate with other departments to ensure timely fulfillment
• Build and maintain a strong positive relationship with customers and internal teams.
• Handle and resolve customer complaints promptly and professionally
• Maintain accurate customer account records, track shipments and monitor inventory levels to troubleshoot as needed
• Act as a liaison between customers and internal departments to resolve issues and expedite work
• Provide clear, accurate product and service information to customer service and internal departments
• Proactively identify and resolve product or delivery issues using available resources.
• Maintains focus on continuous improvement by applying 80/20, PLS and USa principals/techniques and making process improvement recommendations to management.
• Outstanding time management and organization skills
• Other duties may be assigned as required.

Minimum Required Skills and Education

• High School diploma or equivalent
• Minimum of 5 years' B2B customer service experience
• Excellent written and verbal communication skills
• Solid organizational skills and the ability to multi-task in a fast-paced environment
• High accuracy in data entry and strong attention to detail
• Advanced computer skills in Microsoft Office, including strong Excel experience with pivot tables and VLOOKUP
• Strong analytical aptitude to formulate informed answers independently
• Good grasp on the big picture; understand the interconnectedness of seemingly dissimilar customer service activities and their impact on business

Preferred Skills

• Associate's Degree or Bachelor's Degree in Communications, Business or related
• Previous inside sales experience with ability to display strong product knowledge to help guide customers' purchasing decisions

Compensation Information:

$65,000-$75,000

Why ITW ECS?

Here's what we offer to help you build the future you want:

• Generous Retirement Benefits – 401(k) match PLUS an additional retirement contribution to help you plan for the future.
• Paid Time Off – paid holidays, sick days, and vacation time to take time for what matters.
• Company-Paid Insurance – Life, AD&D, Short-Term & Long-Term Disability insurance to give you peace of mind.
• Family-Friendly Benefits – 4 weeks of paid parental leave and adoption reimbursement to support your family journey.
• Education Assistance – tuition reimbursement because we believe in investing in your personal and professional development.
• Health and Wellness - medical, dental, vision and a wellness program to help employees take control of their health and well-being.