Customer Service Support Specialist

Full job description

Company Description

Buehler, a division of Illinois Tool Works, is a leading manufacturer of scientific equipment and supplies for use in material analysis. Over the past 80+ years, Buehler has established sales, manufacturing and laboratory services located throughout North America, Europe and Asia. Comprised of world-class products and brands, such as Wilson Hardness, Buehler continues a long history of providing market-leading technology to support our customers in their sample preparation and material analysis applications.

Buehler’s parent company, ITW, is a Fortune 200 global diversified industrial manufacturer of value-added consumables and specialty equipment with related service businesses. The Company focuses on profitable growth with strong returns across worldwide platforms and businesses. The businesses serve local customers and markets around the globe, with a significant presence in developed as well as emerging markets.

Job Description

The Customer Service Representative is responsible for providing consistent and quality experience between worldwide customers and Buehler. This role provides price & availability as well as handles order coordination and dispute resolution for both domestic and export destinations. In addition, this role requires strict adherence to policies and procedures relating to export compliance rules and regulations including segregation of duties measures. Partnership with team members is required to ensure appropriate levels of approval are obtained prior to shipment of all products.

• Answer all in-coming customer inquiries including phone calls and emails and CRM cases in a timely and professional manner. These inquiries may include quotes, orders, disputes, and product recommendation requests.
• Research and gather information on international customers for trade compliance purposes using online tools such as websites. Investigate customer disputes and provide resolution.
• Data entry of quotes, orders, and credit/returns within departmental accuracy guidelines.
• Provide and maintain support to Buehler partners including the Direct Sales channel, our Distributor channel, and customers worldwide to ensure satisfactory service levels.
• Interaction with International Trade Compliance and Export Shipping Coordinators to ensure compliance with all export rules and regulations.
• Maintain a professional and interactive relationship with internal departments such as Technical Service, Laboratory, Marketing, Sales, and Accounting in efforts to support the worldwide customer base.

Qualifications

• A high school diploma or GED is required
• 5+ years’ experience in a Customer Service role
• Excellent verbal and written communication skills
• Ability to multi-task a high volume of projects at once; successful at prioritizing tasks
• Strong attention to detail in identification of order terms and agreements
• Proficient level of competency in using Microsoft applications such as Word, PowerPoint, Excel, Outlook, and general PC knowledge
• Ability to work on-site at our Lake Bluff facility

Additional Information

• Schedule: Mon-Thrs 8:30 - 5:00 PM. Fri 7:00 AM - 4:00 PM
• 7.5% 401k match
• 4 weeks of paid time off
• 10 paid company holidays
• Recognition program
• Competitive health insurance

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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