Customer Service Representative

ITW Heartland:Looking for an opportunity with future advancement potential in a well-established ISO 9001-2000 and AS 9100 certified company? ITW Heartland a division of Illinois Tool Works Company, located in Alexandria, MN is a dynamic and growing Gear Manufacturing and Machine Tool Company and has several positions open. In addition to life in the Alexandria lakes area ITW Heartland offers a competitive salary, great company values and a great benefits package. Pay will be determined by qualifications and ability to immediately help the business. ITW Description:Since ITW’s founding more than 100 years ago, ITW has become one of the world’s leading diversified manufacturers of specialized industrial equipment, consumables and related service businesses. ITW businesses serve local customers and markets around the globe, with a significant presence in developed as well as emerging markets. The company has operations in 56 countries that employ more than 50,000 women and men who adhere to the highest ethical standards. ITW has 81 businesses divided into 7 Segments, which includes: Welding, Automotive OEM, Food Equipment Group, Construction Products, Polymers & Fluids, Test and Measurement & Electronics, and Specialty. Take this opportunity to join a successful and enthusiastic global team where you can make a significant impact immediately. You will enjoy a competitive salary and generous benefits that includes health, dental, life and LTD insurance, 401k (with match), and a 100% tuition reimbursement program for those who qualify.

Demonstrate a passion for customer service as defined by the ITW Heartland Branded Customer Experience document.

Maintain a professional customer service image including written and verbal communications and appearance.

Prepare repeat customer quotations and follow up as required.

Conduct contract review and provide customer with order acknowledgement.

Process and track customer orders utilizing the manufacturing system software.

Create work order and related documentation.

Work cooperatively with the customer to coordinate delivery schedules.

Assist management in resolving customer complaints.

Conduct customer Return Material Authorization per procedure.

Assist management in producing accurate outlooks/forecasts.

Maintain a working knowledge of manufacturing systems software so that optimum performance of the system can be achieved.

Verify the accuracy of data entry and transactions (including month end checklist items).

Conduct job responsibilities within the established accounting internal controls.

Obtain vendor quotes, as necessary, considering procurement best practices whenever purchasing items or services.

Order materials and plan outside services based on production needs.

Maintain reorder point quantities for inventory purchases based on best practices.

Produce and analyze various reports.

Apply 80/20 and the ITW toolbox.

Maintains proper record retention per ITW standards.

May travel to customer sites with other management staff for meetings.

Conduct annual customer reviews for each of the “80” customers they serve. Reviewing sales history, pricing and margins.

Able to work within a team.

Meets safety and good 5S practices to include record retention requirements

Follow all quality procedures and achieve line of sight requirements.

Performs other related duties as assigned

2+ years applicable post high school education and/or customer service experience.

Proficient personal computer skills.

Ability to read, understand and communicate customer purchase order, technical specifications and print information.

Knowledge of general accounting principles, job costing and inventory systems.

Knowledge of engineering documentation control, materials, mechanical principles, manufacturing processes and bill of materials.

Knowledge of customs and international shipping procedures and regulations as required.

Experience working in teams.

ESSENTIAL JOB FUNCTIONS:

Regular and consistent attendance.

Effective human relation and communication skills.

Perform numerical and technical documentation work accurately.

Ability to read, understand and communicate customer purchase order, technical specifications and print information.

Ability to use personal computers and various software packages (i.e. Microsoft Office).

EQUIPMENT USED TO PERFORM JOB:

Computer

Telephone

Multi - function copier

CRITICAL DEMANDS

Sit up to 7 hours

Stand up to 1 hour

Walk up to 1 hour

Bend/stoop/squat occasionally

Reach above shoulder height occasionally

Crouch/kneel/balance occasionally

Wrist turning/finger manipulation continuously

Carry up to 40 lbs. rarely

Lift at waist level up to 40 lbs. rarely

Lift from floor up to 40 lbs. rarely

Lift overhead up to 24 lbs. rarely

ENVIRONMENTAL EXPOSURE:

Forklift slight

Safety glasses required when in shop

Leather foot wear required in the shop

VISION AND HEARING:

Near vision significant computer use

Hearing sensitivity moderate phone use

KEY:

Rarely – 1-5% of day

Occasionally – 6 to 33% of day

Frequently – 34 to 66% of day

Continuously – 67 to 100% of day

All your information will be kept confidential according to EEO guidelines.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. ITW is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.