Posted: Mar 10, 2022

Customer Service Representative (Direct Hire with $1,500 Signing Bonus)

ITW Heartland - Alexandria, MN
Salary: Hourly
Application Deadline: N/A

Position Summary:
ITW Heartland is looking for an experienced Customer Service Representative. Candidate will be able to perform all job responsibilities. 

Primary Responsibilities:
• Demonstrate a passion for customer service.
• Maintain a professional customer service image including written and verbal communications and appearance.
• Prepare repeat customer quotations and follow up as required.
• Conduct contract review and provide customer with order acknowledgement.
• Process and track customer orders utilizing the manufacturing system software.
• Create work order and related documentation.
• Work cooperatively with the customer to coordinate delivery schedules.
• Assist management in resolving customer complaints.
• Conduct customer Return Material Authorization per procedure.
• Assist management in producing accurate outlooks/forecasts.
• Maintain a working knowledge of manufacturing systems software so that optimum performance of the system 
can be achieved.
• Verify the accuracy of data entry and transactions (including month end checklist items).
• Conduct job responsibilities within the established accounting internal controls.
• Obtain vendor quotes, as necessary, considering procurement best practices whenever purchasing items or services.
• Order materials and plan outside services based on production needs.
• Maintain reorder point quantities for inventory purchases based on best practices.
• Manage inventory per ITW grading standards.
• Comply with relevant ITAR procedures.
• Have familiarity with the ISO 9001and AS9100 requirements.
• Review and analyze department data and trends to make continuous improvement recommendations.
• Apply 80/20 and the ITW toolbox.
• Maintains proper record retention per ITW standards.
• May travel to customer sites with other management staff for meetings.
• Conduct annual customer reviews for each of the “80” customers they serve. Reviewing sales history, pricing and margins.
• Be able to work within a team.
• Meet safety and good 5S practices to include record retention requirements
• Follow all quality procedures and achieve line of sight requirements.
• Perform other related duties as assigned

Job Requirements:
• 2+ years applicable post high school education.
• 2+ years customer service experience.
• Strong computer skills including ability to use various software packages (i.e. Microsoft Office 365, Outlook, Excel, Word, PowerPoint).
• Ability to read, understand and communicate customer purchase order, technical specifications and print 
• Must be a highly organized and self-motivated individual able to handle multiple tasks and meet deadlines in a fast-paced environment.
• Strong analytical skills and attention to detail.
• Knowledge of general accounting principles, job costing and inventory systems.
• Knowledge of engineering documentation control, materials, mechanical principles, manufacturing processes and bill of materials.
• Knowledge of customs and international shipping procedures and regulations as required.
• Ability to read, understand and communicate customer purchase order, technical specifications and print 
• Experience working in teams and communicating effectively

ITW Heartland 
We offer precision engineered machines, parts, gears, and electro-mechanical products across a variety of industries with distinct expertise in aerospace, energy, military, and transportation. As an Illinois Tool Works company, we operate from a position of financial stability, engineering excellence, and refined manufacturing process.

You will enjoy a competitive salary and generous benefits that includes health, dental, life and LTD insurance, 401k (with match), and other great benefit programs. ITW Heartland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

ITW Heartland is a division of Illinois Tool Works Inc. (ITW), a Fortune 200 global multi-industrial manufacturing leader with revenues totaling $14.8 billion in 2018. The company’s seven industry-leading segments leverage the unique ITW Business Model to drive solid growth with best-in-class margins and returns in markets where highly innovative, customer-focused solutions are required. ITW has more than 50,000 dedicated colleagues in operations around the world (57 countries) who thrive in the company’s unique, decentralized, and entrepreneurial culture. To learn more about ITW, visit