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Job Description:

Sales & Customer Support Specialist

Company Overview:

Founded in 1912, Illinois Tool Works Inc. (NYSE: ITW) is a diversified Fortune 200 manufacturing company that delivers specialized expertise, innovative thinking and value-added products to meet critical customer needs in a variety of industries. Ranked among Fortune Magazine’s most admired companies, the company focuses on solid growth, improving profitability and strong returns across its worldwide platforms and divisions. These divisions serve customers and markets around the globe, with a significant presence in developed as well as emerging markets.

Valeron is a $80M Division of ITW with approximately 175 employees with manufacturing and sales operations in Houston, Texas and Belgium. Valeron is seeking a Sales and Customer Support Specialist who will report directly to the Commercial Director. This position will be based in Houston, TX.

Job Description:

Sales & Customer Support Specialist

The Sales & Customer Support Specialist is responsible for managing the customer service function and providing analytical and sales support to the Commercial team. This role serves as the primary point of contact for customer interactions—ensuring accurate order processing and fulfillment while identifying opportunities to enhance customer satisfaction and drive continuous improvement.

The Sales support responsibilities include supporting the sales team with revenue forecasting, funnel analysis, and the provision of sales data to the Commercial Director and their team.

Sales & Customer Engagement

+ Serve as the primary contact for order placement, order management, and tactical customer inquiries.

+ Maintain and grow customer relationships across both core (80) and smaller (20) accounts.

+ Respond to customer inquiries, resolve complaints, and manage credit/debit adjustments.

+ Share product updates and pricing changes to support account development.

+ Guide customers toward MRD (Make-to-Stock) products when appropriate, shifting from MTO (Make-to-Order).

+ Act as the first line of defense for Product Line Simplification (PLS) by reviewing new orders for compliance with approved product lists and minimum order quantities (MOQs).

+ Support account development through proactive communication and timely follow-ups.

+ Collaborate with Sales Managers to maintain accurate sales forecasts and funnel data.

Sales Data & Reporting

+ Support the sales team by ensuring data accuracy and integrity within business systems.

+ Generate weekly and monthly sales reports to track performance, trends, and gaps.

+ Analyze customer buying patterns to support forecasting and identify sales opportunities.

+ Monitor and report key performance indicators such as On-Time Shipment (OTS), quote-to-order conversion rates, and customer response times.

+ Aggregate demand forecasts from 80+ customers to support MRD planning and sales forecasting.

+ Support the Funnel Management process through data maintenance, user guidance, and reporting. Ensure data accuracy, support adoption through user training, and provide insights via ad hoc or scheduled reports.

+ Contribute to sales growth by offering insights, strategic input, and actionable recommendations for target customer development.

+ Generate meaningful customer insights by asking strategic questions and aligning with key commercial growth objectives.

Customer Service & Operations

+ Review and validate customer orders for accuracy prior to entry.

+ Manage order entry, acknowledgements, and logistics for all customers.

+ Coordinate and support regular customer order review meetings with 80 customers and the sales team.

+ Monitor MRD inventory levels at CBC and coordinate base film ordering to prevent supply disruptions.

+ Track and manage data that impacts forecast accuracy and key KPIs.

+ Maintain visibility of open orders, backlog, and customer-specific reporting metrics.

Process Improvement, Collaboration & Reporting

+ Collaborate cross-functionally with Sales, Warehouse, and Quality teams.

+ Participate in internal sales and order management meetings, support documentation for Management Review.

+ Proactively seek opportunities to improve daily processes using ITW Toolbox tools and continuous improvement principles.

Qualifications

+ Bachelor’s degree preferred; 1–2 years of experience in inside sales or customer service.

+ Strong communication, organizational, and multitasking skills.

+ Experience in manufacturing or technical sales is a plus.

+ Proficiency in Microsoft Office and CRM/business systems.

_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._