Customer Service Representative

Job Description:

The Customer Service Representative plays a key role in supporting daily operations and ensuring customer needs are met in a fast‑paced environment. This position is part of a small, dynamic team and is responsible for maintaining the accuracy and integrity of customer and operational data. The role requires strong attention to detail and the ability to manage multiple tasks simultaneously. Responsibilities include entering, verifying, and managing data with a high level of

accuracy and efficiency. The position also contributes to maintaining organizational workflow by supporting routine processes and addressing day‑to‑day operational needs.

Job Duties: Duties and responsibilities include, but are not limited to, the following:

• Handle inbound calls and provide appropriate responses to customer inquiries.
• Accurately input customer quotes and sales orders into the system.
• Process and prioritize incoming orders for timely and efficient order entry.
• Follow up with customers to confirm orders and address any changes or updates.
• Manage a high volume of email communication with internal teams and external customers.
• Assist with Return Merchandise Authorization (RMA) processing as needed.
• Generate and distribute order status reports, including backlog/open and open-order reports.
• Collaborate with the operations team to ensure accurate and timely shipments.
• Coordinate with the finance team to address credit holds and resolve issues related to customer account standing.
• Document processes and perform audits to ensure adherence to ISO compliance standards.

Job Qualifications

• High School Diploma, G.E.D., or equivalent (required).
• Excellent verbal and written, communication skills.
• Ability to show empathy and patience when addressing customer concerns, including in challenging situations.
• Strong problem-solving skills, with the ability to identify issues and resolve them efficiently using sound judgment and creativity.
• Exceptional attention to detail to ensure accuracy and thorough.
• : Ability to manage multiple tasks and prioritize work effectively in a fast-paced environment.
• Flexibility to adapt to changing customer needs processes, systems, and priorities.
• Ability to collaborate with internal teams to resolve customer issues and enhance improve the overall service experience.
• Familiarity with customer service software and CRM systems (e.g., Salesforce), along with proficiency in basic computer applications, such as email and data entry tools.

Physical Requirements

• Ability to remain seated at a desk or alternate between sitting and standing for extended periods (up to 8 hours).
• Frequent use of hands, wrists, and fingers for typing, operating a computer mouse, handling files, and using office equipment.
• Sufficient speaking and hearing ability to communicate effectively with customers and colleagues in person and via telephone or headset.
• Close vision and the ability to adjust focus for reading documents and viewing information on a computer monitor for extended periods.
• Ability to occasionally lift and/or move objects weighing up to 10 to 25 pounds.

Equal Opportunity Employer Statement & Disclaimer

ITW is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We value the unique perspectives and experiences of our employees and strive to ensure fair treatment and equal employment opportunities at every stage of the employment process. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable laws.

Disclaimer: This job description is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all responsibilities, duties, or skills required. ITW reserves the right to modify, add, or remove duties as necessary. Employment with ITW is at-will and nothing in this job description should be interpreted as a contract of employment.

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.