ITW Contamination Control is a division of Illinois Tools Works Inc. A fortune 200 global industrial manufacturer with operations in 58 countries. ITW Contamination Control is a developer and provider of high-end consumables used in the most critical cleanroom manufacturing areas and for general electronics cleaning. ITW Contamination Control is home of world-leading brands such as Texwipe, Chemtronics, Plato & Techspray. These brands are the leading providers in many industries including, aerospace, defense, electronic equipment manufacturing, and medical equipment manufacturing.

Innovative wipe manufacturing helping manufacturers produce more with less solvent use. Continuous development in water-based products. These are some examples of how we’re working on providing both high-end products, but also moving towards environmentally safe products. Together with our partners we are looking for solutions for their biggest obstacles.

Our family of premium brands has been dedicated for over 50 years to those who manufacture in critical areas or need precise tools for spot cleaning or microelectronic cleaning. The foundation of ITW Contamination Control is represented in its core brands and the markets we support.

Job Description

The customer service representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products as well as communicating effectively with team members within and outside of the customer service department. Responsible for processing and providing support for all sales orders. Provide ongoing sales and customer support in a manner that supports company goals, maintains customer goodwill and build customer loyalty. Accurate and timely customer response will be critical for this role.

ESSENTIAL DUTIES

• Interact through email and phone calls with our international customers and other international ITW employees in a timely manner.
• Review and complete customs and export documents.
• Accurately input sales orders into system.
• Provide post-sales support for sales orders, order confirmations, proof of deliveries, returns, credit memos, shipping problems and product inquiries.
• Handle each customer problem in a manner that results in maximum customer satisfaction.
• Work closely with shipping and production manager to ensure sales orders are shipped timely and accurately.
• Provide technical information for all products to customers.
• Maintain knowledge of all products, part numbers and pricing.
• Assist the sales force with customer order management as necessary.
• Promote new products and sales promotions to distributors as requested.
• Respond to all customer inquiries or needs in a timely manner and report all customer feedback to appropriate management staff member.

EDUCATION and/or EQUIVALENT EXPERIENCE

Two-year college degree or 4 years of equivalent experience in the customer service field.

Computer experience

Experience working with international customers, customs and export documents

OTHER QUALIFICATIONS

§ Strong attention to detail.

§ Excellent attendance and work record

§ Must be able to work under minimum supervision.

§ Comprehension and organizational skills.

§ Time management skills.

PROBLEM SOLVING

§ Ability to listen to customer concerns and summarize the issue at hand.

§ Address the issue to the appropriate manager for resolution to customer issue.

§ Follow-up with customer as needed.

COMMUNICATION SKILLS

§ Ability to communicate with tack and diplomacy.

§ Excellent written and verbal communication skills.

§ Requires telephone experience and proper telephone etiquette.

§ Requires knowledge of proper email etiquette.

PHYSICAL DEMANDS

§ Must be able to sit for long periods of time.

ITW Contamination Control 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, 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.