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Job Description:

Customer service representative will handle customer complaints, process orders, and provide information about the company’s products and services.

ESSENTIAL DUTIES AND RESPONSIBILITIES

+ Listen and respond to customers’ needs and concerns

+ Provide customer service support by answering parts questions, help identify parts that are needed, will have to work with tech service/ engineering in some cases

+ Maintain customer records by updating account information

+ Resolves parts problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

+ Learn ITW refrigeration (Traulsen, Kairak, Hobart)

+ Answer 40-60 phone calls a day

+ Respond to emails

+ Order Entry

+ RMA processing

+ Dispatching and follow-ups

QUALIFICATIONS

_The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions._

+ Minimum of 3 years’ experience in customer service required

+ Good analytical skills and attention to detail, along with excellent phone etiquette

+ Proficiency with Microsoft Word and Excel required

+ Excellent customer service skills with desire to exceed customer expectations, with a team player attitude for the department

+ Ability to work independently in a timely manner, making sure the job is done correctly the first time

Education and Work Experience

+ High school diploma or equivalent. Some college preferred.

PHYSICAL DEMANDS & WORK ENVIRONMENT

Must be able to:

+ Perform activities including bending, stooping, standing, walking

+ Stand and walk from two (2) to four (4) hours per day

+ Climb up and down stairs two (2) to four (4) times per day

+ Operate common office equipment, i.e. PC, phone, copier, printer, fax

+ Travel occasionally, by various means of transportation, including car, train, bus, plane

Working Conditions

+ Office environment

+ Occasional exposure to factory and warehouse environments

Hours of Work

+ Monday – Friday, 7:30am -4:30pm

+ Infrequent weekends as work demands may require

_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._