Customer Service Manager

ITW Description:

Founded in 1912, Illinois Tool Works Inc. (NYSE: ITW) is a diversified, Fortune 200 manufacturing company that delivers specialized expertise, innovative thinking and value-added products to meet critical customer needs in a variety of industries. Ranked among Fortune Magazine's most admired companies, the company focuses on solid growth, improving profitability and strong returns across its worldwide platforms and divisions. These divisions serve customers and markets around the globe, with a significant presence in developed as well as emerging markets. ITW's revenues totaled $16.1 billion in 2023.

Division Description

ITW Electrostatics, a division of Illinois Tool Works (NYSE: ITW), part of Test, Measurement and Electronics segment is industry leading manufacturer and designer of static control devices for equipment makers and end users. Electrostatics division revenues are ~$250MM per year and it is headquartered in Hatfield, PA USA. Division has operations in USA, Europe, China, and Asia, including nine manufacturing plants and 500+ employees. Electrostatics division brands include: SimcoION, Eltex, Pillar Technologies, Teknek, Opto Diode, Vortec, Paxton, AEGIS).

Company Description

Simco-Ion has been in the static control business since 1936, and their longevity speaks to their success at improving safety, increasing efficiency, and lowering overall cost for customers. At the forefront of the static control industry for over 80 years, today Simco-Ion is a global enterprise with vast intellectual property and resources. When working at Simco-Ion, you will be empowered in an environment that encourages open communication and big ideas, competitive pay for your performance, comprehensive benefits, and opportunities to make an impact.

ITW, a Fortune 200 company, is one of the world's leading diversified manufacturers of specialized industrial equipment, consumables, and related service businesses. The company has prospered for over 100 years, changing the way people live and work all over the world. Each of ITW's businesses has an independent entrepreneurial spirit and freedom to innovate. It is the highly talented people at ITW who drive success through new products and customer driven solutions.

To learn more about the Simco-Ion and what we do, please visit our website at: https://www.simco-ion.com and our corporate website at: https://itw.com/

Success as Simco-Ion's Customer Service Manager will be measured by the ability to provide strategic leadership and technical direction for the delivery of pre- and post-sales services and support to customers. This hands-on role plans, leads and coordinates daily departmental activities delivering service excellence for both internal and external customers.

Office Location: 2257 N Penn Rd, Hatfield, PA 19440, USA

Hours: 8AM - 5PM, In office

RESPONSIBILITIES:

• Lead, coach, and develop the Customer Service Team to ensure the department functions efficiently and effectively to meet company goals.

• Foster a positive and supportive work environment that encourages teamwork and professional growth.

• Develop and implement strategies to improve overall customer satisfaction and retention.

• Collaborate with other departments, such as Finance, Quality and Operations, to address customer inquiries and enhance the overall customer experience.

• Support the Sales Team through order processing, product availability and problem solving.

• Manage the workload for the Customer Service Team to maximize efficiency.

• Provide regular reports and updates to senior management on customer service performance and initiatives.

• Act as liaison between the customer service department and other areas of the organization, communicating customer feedback and insights.

• Update and maintain customer accounts and department interfaces using CRM and ERP systems, driving process improvements.

• Integrate and control flow of information and activities of other departments in the pursuit of responding to customer needs, complaints, and inquiries in a timely manner.

• Manage orders in the system, which includes auditing orders processed, informing customers of product lead times, anticipated delays, and additional information needed to support the customer request.

• Troubleshoot and resolve customer complaints and RMA requests.

• Participate in projects supporting companywide strategic initiatives by providing critical customer service expertise and insight to support decisions and recommendations.

• Number of direct reports: 4-6