Customer Service Representative

Job Description:

ITW (Illinois Tool Works) is a Fortune 300 global manufacturer with approximately 44,000 employees across 51 countries. For over 100 years, we’ve delivered innovative, customer-focused solutions in industries ranging from automotive and aerospace to construction and electronics.

Our success is driven by our differentiated business model comprised of our unique core capabilities: our 80/20 approach, customer-back innovation, and our decentralized, entrepreneurial culture. These capabilities are unmistakably ITW—and key to our longevity and strong performance. Our products and solutions are at work all over the world, and we are never, whether we know it or not, more than a few steps from an innovative ITW solution.

ITW Commercial Construction North America (CCNA), a division of ITW, includes trusted brands like Buildex® (Teks®, Sammys®), Red Head (TruBolt®, Tapcon®), Ramset (Trakfast®), and PNA®, serving professional contractors since 1910. We design and manufacture innovative fastening, and concrete flatwork solutions for concrete, drywall, metal buildings, fire protection, plumbing, electrical, and HVAC applications.

We’re committed to operational excellence, responsive service, and continuous product innovation—always focused on meeting the evolving needs of the commercial construction industry.

We are currently looking for a Customer Service Representative to join our team! This individual will be based in Itasca IL and will be responsible for managing order processing and customer inquiries while coordinating with internal teams to ensure accurate, on-time delivery, maintain customer data, analyze reporting trends, and proactively resolve issues.

Primary Responsibilities:

• Order management - Process manual, web, and EDI sales and return orders, inclusive of account compliance, pricing, discounts, freight, carrier requirements, packaging and other related customer expectations.
• Review daily open orders and work with Shipping / Supply teams as necessary to understand and minimize delays to on-time, complete shipment for assigned customers.\Provide answers and respond to customer queries via phone, fax and email, courteously and consistently using established guidelines. Learn and apply product knowledge effectively and correctly answer customer queries.
• Partner with Sales, Finance, I/S and Distribution to identify and meet assigned customer account needs. Maintain master customer information and keep all databases up to date.
• Compile data for departmental and customer reports utilizing the appropriate business and reporting systems. Analyze the output for trends, problem areas, dispute potentials and summarize, report on results.
• Be proactive in bringing forth problems. Recommend potential improvements / resolutions for department and/or customer issues.
• Additional responsibilities as assigned.

Qualifications:

• High School Diploma or equivalent
• Minimum of 3 years related Customer Service experience.
• EDI experience is a plus
• Experience working with Manufacturing is a plus.
• Excellent written and verbal communication skills with ability to effectively interact and present to both internal and external clients.
• Must exhibit consistent leadership competencies: delivering results, developing skills, effective personal influence.
• Strong knowledge of Microsoft Office (Outlook, Excel, PowerPoint).
• Ability to perform basic mathematical calculations as they relate to calculating pricing, revenue, and margin.

We do not accept unsolicited resumes. To be considered an applicant, please apply online to a specific job posting. If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please  click here  for information on how to contact us directly.

Compensation Information:

The pay range for this position is $30 to $34. Base pay within this range is determined by a variety of factors, including but not limited to geographic location, relevant skills, experience, and education.

In addition to a competitive salary, employees are eligible for a comprehensive benefits package, including medical, dental, and vision insurance; disability and life insurance; a 401(k) plan with company match and additional employer contributions; flexible spending accounts. More details on our benefits can be found on our website at ITW Benefits .

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.