Customer Service Representative

We are a diverse entrepreneurial team focused on delivering value to our customers and ITW with passion for service, efficiency, and creativity.

The team provides exceptional formulations and technical expertise to achieve superior application repeatability for customers.

We manufacture high-performance Holographic, Decorative Transfer, and TTR products for the Packaging, Coding, and Lottery markets.

ITW ShineMark employees ~300 people in the US (2 sites), Canada, UK, and South Korea.

General Accountability:

Customer Service is a key function of the Administration team, your role is to provide a customer experience at the point of purchase and ensure the customer's needs are fulfilled whilst leveraging the ITW business philosophies. This position interfaces with sales, accounting, Operations, Research and Development, Schedulers, and other customer service representatives on a regular basis.

Nature And Scope:

The position of customer service consists of interacting with customers to process their orders and provide information in response to inquiries or services and to handle complaints. In addition, customer service is responsible for accounts receivable records.

The incumbent utilizes technical knowledge of products, product availability, sales territories, and individual customers to provide a key communications link to the customer.

Principal Accountabilities:

• Records and processes orders and/or inquiries received by mail, e-mail, telephone and/or through personal customer contact.

• Provides pricing, availability, and schedule information within established guidelines.

• Suggest additional and/or alternative products or services to meet customer needs.

• Enters and confirms customer orders.

• Researches and obtains resolution of a variety of customer complaints and issues.

• Serves as communication link between customers and sales staff to assure responsiveness.

• Calculates, invoices, and replenishes consignment inventories on a timely basis.

• Manages customer accounts to insure compliance that the 60+ day balances is less than 3% of the A/R balance per ITW policy.

• Maintains account receivable files.

• Answers accounts receivable inquiries and follow-up.

• Obtain credit information from prospective customers.

• Process daily credit card deposits.

• Strong skills in Excel to prepare reports and spreadsheets for customer and internal reports.

• The incumbent must follow all quality procedures as per ISO Training Matrix.

Safety Requirements:

All employees must understand his/her responsibilities regarding the Occupational Health and Safety Act.