Customer Service Representative

Summary

The Customer Service team at ITW Performance Polymers plays a crucial role in customer success. As a Customer Service Representative, you will work in a fast-paced environment, leveraging your entrepreneurial spirit, strong communication, and problem-solving skills to create great customer outcomes.

Primary Responsibilities

• Serve as the primary point of contact for domestic distributors, direct customers, and sales representatives, providing exceptional customer service, product expertise, and account support.
• Respond promptly to customer inquiries and requests, process orders accurately, and identify, investigate, and resolve customer issues in a timely manner.
• Cook up product returns, credit requests, and all associated documentation, ensuring compliance with company policies and procedures.
• Coordinate international and export customer communications, addressing product updates, availability, scheduling, delivery timelines, pricing, and new product introductions.
• Support the processing of international orders, including preparation of pro forma invoices, import/export documentation, shipping instructions, and special pricing quotations.
• Cook up international shipments by preparing required documentation, collaborating with freight providers, and ensuring compliance with all applicable export regulations and company requirements.
• Participate in job-related training and professional development activities to maintain product knowledge, strengthen customer service skills, and support continuous improvement initiatives.
• Promote, support and adhere to all safety, environmental and quality related policies and procedures.

Qualifications, Skills & Competencies

• A high school diploma or equivalent.
• 1–3 years of customer service or related experience, with a demonstrated ability to provide exceptional customer support, manage multiple priorities, and build positive customer relationships.
• Understanding and previous experience of ERP systems. Syspro experience a plus.
• Proficiency in MS Office, specifically Excel and Word required.
• Excellent interpersonal, written, and verbal communication skills, with the ability to build strong relationships and communicate effectively with domestic and international customers and colleagues.
• Strong cross-functional collaboration skills, with the ability to work effectively with Operations, Marketing, Sales, Finance, and other internal stakeholders to resolve customer issues, coordinate activities, and deliver exceptional customer service.
• Ability to pass DOT/IATA/IMDG classes.

Compensation Information

The compensation for this role is $28-$30/hour. This is the range that we in good faith anticipate relying on when setting wages for this position. We may ultimately pay more or less than the posted range and this range. This salary range may also be modified in the future.

About the Role

This is an exciting opportunity to join our dedicated team and grow your career in a Division within a market-leading, Fortune 200 organization.

Benefits

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.