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Customer Service Representative

Apply Job ID REF6636C Date posted 05/27/2022 Address 805 Old 56 Highway, Olathe, KS Job Type Full-time Job Status Non-Exempt

ITW Pro Brands is a manufacturer of lubricants, cleaning chemicals, and corrosion preventatives formulated to maximize equipment productivity and product quality for customers. We go to market through B2B with a focus on the automotive, aviation, fabricated metal, food processing and machinery manufacturing market segments. Offering a brand portfolio that is well recognized within these industrial channels, our premium products address customer pain points and our direct sales team provides expert, value-added consulting at the customer level. ITW Pro Brands has 3 manufacturing facilities (Olathe, KS, Tucker, GA and DeWitt, IA) and a formulation lab in Carol Stream, IL and employs 250+ individuals.

This position will be in Olathe, KS. 


Summary:

ITW Pro Brands Customer Service Representative primary responsibility is to provide efficient, complete customer service to both external and internal customers.  This position will interact mainly with our customers, Sales, Product Managers, Shipping, Production and Sourcing teams.

Essential Duties:

  • Respond and/or triage inbound customer phone calls.
  • Manage and process incoming customer purchase orders in total, in a timely and efficient manner.
  • Build rapport and relationship with customer by proactively answering reasonable customer inquiries in full, reducing re-handling of requests.
  • Enter new data and update records across multiple software systems to ensure consistent, aligned information (e.g., NAV, Salesforce).
  • Learn basic technical information across product lines to troubleshoot fundamental customer questions.
  • Serve as resource for external customer questions; when necessary, refer calls or emails to appropriate cross-functional area(s).
  • Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.
  • Process Return Goods Authorizations (RGAs) in total, in a timely manner to ensure the return is handled correctly.
  • Manage backorder data to keep customers updated.
  • Ensure pricing data is correct by communicating discrepancies to Marketing for resolution.
  • Solicits customer feedback to improve service, responds to requests for service and assistance.
  • Participates in training as needed.
  • Perform other duties as assigned.

High school diploma or general education degree (GED); or one to two years customer service experience and/or training; or equivalent combination of education and experience.

ITW Pro Brands is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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.  

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At ITW, we value our colleagues' unique perspectives, experiences, and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

Equal Opportunities

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. Read more information here.

If you are a qualified individual with a disability and are unable or limited in your ability to use or access this online application system process due to your disability, please email corp_accessibility@itw.com to request assistance. No other requests will be acknowledged.