International Customer Service Representative

24 hours ago

Beecher, Illinois, United States ITW Full time
Job Title: International Customer Service Specialist

Company Description

ITW Welding is a leading provider of welding solutions, with a portfolio of best-in-class brands that work together to deliver premium performance. Our businesses operate globally, with a strong presence in North America, Europe, and Asia.

Job Summary

We are seeking an International Customer Service Specialist to join our team. As a key member of our customer service team, you will be responsible for providing exceptional customer service to our international customers. You will be the main point of contact for international customers and will work closely with other departments to ensure customer satisfaction.

Key Responsibilities
  • Build strong relationships with international customers, understanding their needs and ensuring their satisfaction.
  • Partner with logistics, quality control, manufacturing, and purchasing departments to ensure product availability and customer satisfaction.
  • Manage orders and communication, on a daily basis, while maintaining KPI's and maintaining compliance.
  • Investigate and resolve customer claims and complaints; maintain appropriate documentation trails.
  • Lead in developing customer and department specific process improvements.
  • Efficiently and accurately, enter, process and invoice orders using various software systems as required.
  • Manage inbound calls to assist customers and sales teams with product, delivery, and account assistance.
  • Work effectively through email, quotes, and product recommendations.
  • Ensure shipments comply with US Customs Automated Commercial Environment (ACE) with filling in Electronic Export Information (EEI).
  • Ensure pickup/delivery, export procedure and proof of delivery with customers and/or freight forwarders.
  • Provide support for the domestic customer service group as needed.
  • Utilize troubleshooting and time management skills to exceed customer expectations.
Qualifications
  • High school diploma or GED equivalent required.
  • Post-Secondary Education preferred.
Experience & Skills
  • Minimum of 3-5 years of experience in customer service or a related field.
  • Minimum of 2+ years of experience with International order processing and compliance either in global customer service, logistics, or supply chain roles.
  • Knowledge of compliance requirements for International shipments (Bill of Lading, Commercial Invoices, AES/EEI filing, HTS codes, Incoterms) strongly preferred.
  • Manufacturing background preferred.
  • Experience with Customer Relationship Management (CRM), Microsoft Dynamic 365 (MS D365), and Precision software are an asset in this role.
  • Demonstrated ability to multi-task with a high level of comfort using multiple systems is required.
  • Display comfort navigating Microsoft Office programs; Word, PowerPoint, Excel, Outlook and Teams.
  • Be tenacious and solution driven, displaying an analytical approach to challenges.
  • Ability to make sound, customer-oriented decisions in a fast-paced environment.
  • Excellent verbal, written, and interpersonal communication skills with internal and external customers.
  • Able to build and maintain strong relationships with internal and external customers. Must be a team player.
  • Ability to participate with online training through videos and Microsoft Teams.
  • Ability to report to a remote supervisor and work with a hybrid team.

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