Customer Service Specialist

Job Description

This position reports to the Customer Service Manager and is responsible for providing high-level customer service and operational support to national account sales managers and end users for large, complex National Accounts. This role oversees the end-to-end management of customer orders and inquiries across multiple channels, ensuring accuracy, compliance, and timely resolution. This role requires frequent interaction with internal departments and external stakeholders, including business owners and executives.

The ideal candidate is a highly organized, detail-oriented professional who thrives in a fast‑paced environment and exercises independent judgment, sound decision making, and accountability across a broad range of business scenarios.

• Respond to a wide range of customer inquiries via phone and email in a timely and professional manner
• Accurately enter, process, and monitor customer orders from multiple sales channels
• Investigate and resolve order discrepancies, shipment issues, and customer concerns
• Maintain customer requirements, pricing structures, and account information
• Monitor, review, and maintain EDI orders as required
• Provide proactive follow‑up to ensure customer satisfaction and accuracy of all transactions
• Collaborate effectively with sales teams, product lines, operations, credit, and other internal departments
• Maintain comprehensive product knowledge, including product use and care, to support customer inquiries
• Interpret quotations, contracts, and purchase orders to ensure compliance and accuracy
• Support and coordinate special projects and cross‑functional initiatives
• Exercise discretion and independent judgement in resolving customer and operational matters
• Serve as liaison between customers, service and operations to facilitate successful equipment installation, project completion, and post‑sale support
• Evaluate customer return requests, analyze supporting documentation, and present recommendations to management for approval
• Manage and oversee customer orders valued at $1,000,000 or more, ensuring accuracy, compliance with contractual terms, and timely fulfillment

• Associate Degree in Business Administration, Marketing or equivalent experience
• Minimum of 3 years of sales and/or customer support experience in managing large customer accounts
• Strong professional interpersonal, verbal, and written communication skills
• Proactive problem‑solver with sound decision‑making abilities
• Ability to work independently in an empowered environment
• Must have large account management experience
• Proficiency in Microsoft Office applications
• Knowledge of freight terminology and shipping procedure
• Familiarity with Credit and Collections processes
• Ability to read, interpret, and apply information from quotations and purchase orders
• Strong organizational skills with the ability to prioritize and manage tasks in a high‑pressure environment
• Ability to plan and coordinate projects independently or as part of a cross‑functional team

• Associates Degree or equivalent experience
• 3+ years sales and/or customer support experience

Range $60 - $80k

Starting rate will depend on the successful candidate's qualification and prior experience

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.