Job Description

Founded in 1912, ITW (NYSE: ITW) is a global industrial company built around a differentiated and proprietary business model. The company’s seven industry-leading segments leverage the ITW Business Model to generate solid growth with best-in-class margins and returns in markets where highly innovative, customer-focused solutions are required. ITW’s approximately 45,000 dedicated colleagues around the world thrive in the company’s decentralized, entrepreneurial culture. In 2019, the company achieved revenues of $14.1 billion, with roughly half coming from outside North America.

ITW Deltar Fasteners is a large division within the Automotive Segment and serves all the major OEMs and their tier suppliers with plastic fasteners. Locations include: Frankfort, IL; Chippewa Falls, WI and our Commercial Sales and Engineering in Troy, MI. 

The division drives profitability by leveraging its innovative solutions and application engineering. In addition to ITW’s industry leading research and development capabilities, ITW Deltar Fasteners enhances our customers’ competitive advantage by…

• Maintaining advanced engineering and manufacturing facilities in NA.
• Exchanging product, process and benchmarking information with sister units worldwide.
• Continually improving processes, material and designs to ensure every product exceeds customer specifications while providing unparalleled value.

Job Description

The Customer Service Representative Supervisor reports to the Customer Relations Manager. This position is responsible to oversee all activities as they relate to departmental objectives including delivery performance, customer relations and related administrative practices.

• Supervise and provide leadership to a team of employees.
• Maintain a positive working environment while encouraging team performance.
• Assist with interviewing, hiring, training, and approving payroll.
• Planning and directing work assignments of direct reports.
• Attend QAR meetings relating to Customer Service caused concerns/8D completion as applicable.
• Establish or update work instructions and procedures as necessary, including employee training.
• Initial contact for resolution of escalated issues.
• Continuously improve Customer Service operations.
• Maintain and promote a safe working environment.
• Conduct employee performance evaluations.
• Provide employees with productive communication regarding performance and solution-based communication for necessary improvement.
• Oversee employee vacation time and schedule coverage.
• Assist staff with Customer Service responsibilities as required.
• Other tasks and duties as assigned.

Qualifications

• 2 year Administrative/Manufacturing degree or equivalent education and/or experience.
• 3-5 years in customer service/sales, related to a manufacturing environment or related field.
• Detail-oriented with exceptional organizational skills.
• Strong verbal and written communication skills.
• Experience, plus working knowledge of customer relations, computer operations, and coordinating of multiple tasks.
• Extensive knowledge of Customer Service Representative responsibilities.
• Strong interpersonal skills and the ability to build trust and confidence with customers.
• Demonstrated experience resolving customer related issues.
• Proficient skills in Microsoft Excel, Outlook, Word and CMI system
• Proven accuracy in work

Additional Information

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.

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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