Customer Service Representative

Job Description:

Job Summary

The Customer Service Representative is responsible for representing StampTech by serving our customers. Requests and inquiries received via phone, email, fax, as well as direct contact from our sales force. Gaining a quick understanding of customer needs, responding promptly, and providing solutions for customers are the keys to developing and maintaining strong customer relationships. This position performs proactive product expediting and data entry to ensure a timely and accurate understanding of customer transactions. These duties are performed mainly for automotive customers in the assigned market segment of our business. This position is currently located in our Gallatin, TN facility and is expected to move to our new Portland, TN warehouse next quarter.

Company Overview

ITW 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.

ESSENTIAL FUNCTIONS

• Relationship management of assigned key accounts.
• Service customers seeking assistance with multiple issues such as returns, replacements, refunds, delivery status and backorder inquiries, problem resolution, and any other issues that may arise from the order fulfillment process.
• Handle requests for expedites, exceptions, substitutions, allocations orders, and/or special problems.
  Evaluate, monitor, and escalate any potential production outages that may impact customers to Management with recommendations.
• Interact and coordinate with various departments to ensure on-time deliveries to customers.

• Perform order entry by interpreting customer EDI releases and cums.
• Analyze inventory to determine availability of SKUs based on customer demand.
• Work with Accounting to resolve customer credit/pricing issues.
• Act as liaison with customer to set up expedites and make sure expedite is coded properly.
• Back-up Shipping office – sending ASNS, print shippers and create pick lists.
• General filing and scanning.
• Cross-training – all team members are trained on customer-specific guidelines and procedures.
• Record customer complaints returns and non-conforming parts (return goods authorization procedures).
• Portals and Automotive systems monitored and checked as required by customers.
• All other duties as assigned by Manager.

QUALIFICATIONS

To perform this job successfully, the individual must be able to perform each essential duty. The requirements listed below are representative of the knowledge, skill and/or ability required:

• High School or GED is required.
• 3+ years manufacturing customer service experience - automotive preferred.
• Must have strong communication skills and present a positive, professional image of ITW both internally and externally.
• High sense of urgency for customer satisfaction.
• Requires skill in defusing agitated situations. Ability to effectively present pricing information, manufacturing lead-time changes and other related data to customers.
• Must be capable of meeting deadlines based on customer demand.
• Must be capable of perform all functions with minimal errors and omissions.
• Highly proficient in MS Office suite of products
• Future3/INFOR experience is a plus.
• Understands at basic level minimum the ASN process.
• Must be able to organize and prioritize workload and meet deadlines.
• Some weekends/afterhours required on a rotating basis is required.

PHYSICAL DEMANDS

• The physical demand described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essentials functions.
• While performing the duties of this job, the employee is regularly required to stand; walk; use hands to fingers, handle, or feel, talk or hear; and smell. The employee frequently is required to reach with hands and arms. The employee is occasionally required to sit and stoop or crouch. The employee must regularly lift and/or move up to 45 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
• While performing the duties of this job, the employee is regularly exposed to moving mechanical parts and vibration. The employee is frequently exposed to fumes or airborne particles. The employee could be exposed to extreme heat and risk of electrical shock. The noise level in the work environment is usually loud.
• Minimal Travel

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.