Customer Service Associate

2 weeks ago

Decatur, United States ITW Full time
Company Description

Illinois Tool Works, Inc. (NYSE: ITW) is a Fortune 200 global industrial company centered on a differentiated business model. The company's seven business segments leverage the 80/20 business model to generate solid growth, best-in-class margins and favorable returns in markets where innovative, customer-focused solutions are required. ITW delivers specialized expertise, innovative thinking and value-added products to meet critical customer needs in a variety of industries targeting sustainable and profitable organic growth. The Sexton business fits within the ITW Drawform Division and is a market leader in the manufacture of high-pressure aerosol cans and after-market filter shells and is seeking a Customer Service Associate for its Decatur, AL facility, located 30 minutes Southwest of the Huntsville area.

Job Description

The role is the first point of contact with customers. Therefore, the incumbent is expected to embody the values of ITW Sexton at all times. The position is responsible for managing the production schedules to support both commercial and operations activities. The incumbent receives orders into the IT system, adds orders to the production schedule and confirms orders with customers. When changes are required, this role is responsible for professionally managing communication and delivering mutually suitable outcomes with internal and external stakeholders.

Essential Functions:
  • Receives customer orders & forecasts, analyzes capacity and production capabilities, and develops feasible production schedules to meet customer expectations; sends open order reports to customers.
  • Liaises with sales, customers, and plant resources to manage demand, allocate capacity and balance inventory levels for on-time shipment.
  • Tracks and communicates reliable financials with accurate inventory transactions, manages stock programs for some customers, and performs monthly cycle counting of finished goods and annual physical inventory support.
  • Collaborates with shipping to monitor shipping risks and opportunities; acts as backup to shipping on an as needed basis.
  • Liaises with suppliers, customers, employees and other stakeholders to resolve daily issues and minimize the impact to customers. This includes managing customer inquiries, logging complaints, processing credits, conveying customer requirements to relevant departments to ensure they are executed properly (ex: wax trial sheets, pallet configuration changes) and resolving customer payment matters.
  • Prepares data and other information for monthly and quarterly reporting purposes.
Qualifications
  • Bachelor's degree in Engineering, Supply Chain or Business plus 5- 7 years of production planning and/or materials management experience preferred.
  • Ability to track, interpret, manipulate, and present data is a meaningful way to be used for guiding decisions.
  • Sound administrative and managerial skills with prior supervisory experience preferred.
  • Demonstrated knowledge of computerized databases, spreadsheet software to manage production and inventory control (Microsoft Office, QAD, etc)
  • Willingness to travel as needed.
Additional Information
  • Demonstrate knowledge concerning general safety protocol and procedures regarding field operations.
  • Ability to work independently, manage projects and complete assignments in a timely manner.
  • Self-starter; works with minimal supervision; capable of offering up and making decisions.
  • Effective oral, interpersonal and written communication skills.
  • Team-player with aptitude to learn the ITW culture and work within a fast-paced environment.
  • Ability to maintain keen vision and mental awareness while practicing careful attention to detail.
  • Ability to collaborate with team members to support troubleshooting, problem solving, root cause analysis, and related process improvement activities.


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.

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