Job Description:

ITW DESCRIPTION

Founded in 1912, Illinois Tool Works Inc. (NYSE: ITW) is a diversified, Fortune 200 manufacturing company that delivers specialized expertise, innovative thinking and value-added products to meet critical customer needs in a variety of industries. Ranked among Fortune’s Magazine’s most admired companies, the company focuses on solid growth, improving profitability and strong returns across its worldwide platforms and divisions.

ITW Specialty Films is a division of Illinois Tool Works Inc and designs, manufactures and markets specialized Holographic films for the consumer packaging, trading cards and lottery market under the ShineMark brand.

SUMMARY

The Customer Service Supervisor will support the company's customer service activities by directing and overseeing team members across the business unit, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance. The Customer Service Team is a collaborative link between the Sales team, Customers, and Manufacturing. The ideal candidate will have a background in supervising and mentoring other customer service representatives by teaching them the industry best practices and offering feedback.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Manage and direct the daily operations of the customer service team.

Review and manage the customer complaints process ensuring a response within 24 hours.

Managing and processing customer orders; arranging delivery dates, collection dates and providing communication.

Analyze data related to product type/configuration, order trends, and past performance to direct decisions related to improving performance and deliver more value to customers.

Advise customers of potential delays with future orders and prior to the order give accurate delivery date information.

Working closely with the planning teams ensuring order intake is achievable based on production capacities.

Supporting the improvement of OTIF and service levels to drive customer satisfaction and generate value.

Manage all export activities across the business in line with key regulations and compliance.

Review, assess and implement customer service policies and procedures.

Liaise with the logistics department about shipping customer deliveries, recording delivery data for KPI’s and supporting the team in responding to delivery questions from the sales support team.

Directly oversee and support 3-6 key customer accounts.

OTHER DUTIES

Act as mentor/coach for the customer service team.

Promoting the desired business culture, business ethics and business initiatives.

Adhere to company rules and regulations.

Accounts Receivable – monitoring and tracking A/R to maintain a current AR%.

Other duties as reasonably assigned by your manager.

EDUCATION AND WORK EXPERIENCE

Associates degree or equivalent experience is required.

3-4 years of experience in a leadership role.

Experience within a manufacturing environment desired but not required.

COMPETENCIES

Intermediate Computer Skills.

Experience utilizing large data set to make decisions and generate reports (MS Excel, PowerBI, or similar).

Attention to detail and strong verbal and written communication skills.

Ability to adapt to a challenging and demanding work environment.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is frequently required to stand, walk, sit, perform visual inspections, use hands to finger dexterity.

Additionally, reach with hands and arms.

Has the ability to talk with others and hear others on the phone and in person.

Lift and/or move up to 20-25 pounds as needed.

Our campus is 100% non-smoking, and all candidates must agree to comply with this policy requirement.

SCHEDULE

In Newburyport, MA Office, Monday thru Friday.

BENEFITS

Sick time

Vacation Time

Holidays

Health, Dental and Vision

401K with company match

Employee Discount Programs

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.