Sr. Customer Relations Representative

Illinois Tool Works   •  

Carol Stream, IL

Industry: Technology

  •  

Less than 5 years

Posted 123 days ago

Job Description

BUSINESS UNIT INFORMATION

Loma Systems, an ITW Company, designs and manufactures inspection equipment to identify product defects and contaminants for the food industry. The company was established in the UK in the 1960’s, and today it is one of the leading global companies involved in food safety systems. Loma has over 400 employees worldwide with machines installed in over 100 countries. Loma has an impressive installation base, boasting 120,000 metal detector installations globally. Our people work across the world in a friendly, supportive work environment. Where a no politics culture means there is nothing to stop you reaching your full potential.
Scope

The Senior Customer Relations Representative will work within the Customer Relationship Department which focuses on the good operation of sales and service administration of the North American Business Unit. The position holder will be expected to provide a professional and efficient customer relations administrative function. This includes tending to out of ordinary customer inquiries for the supply and process of sale proposals for all products and services offered by the company. This role is critical in providing the highest levels of customer service to our customers while maximizing the efficiency of sales and service resources.
Responsibilities

 Handle customer complaints and escalation requests related to administration errors and requests for change in equipment and service product orders.

 Follow up with customers on resolution of issues until satisfaction is reached (measured via satisfaction KPI’s).

 Lead all customer relations activities by example and use your natural ability to influence others towards a desired outcome.

 Update sales and service administrative documentation (price lists, product definition, key account, pick, league table) as required in collaboration with North America Brand Manager, and North America Service Manager.

 Update and publish administrative information to the business. This includes lead time tables, stock inventory, opportunity analysis and league table.

 Process critical sales orders for equipment, service work and parts. Assess incoming orders for accurate commercial and accounting details, electronic entry of order details, invoice generation and administration. Also write acknowledgment of orders to the customers and dispatch notifications.

 Monitor and manage unprocessed service calls to ensure maximization of invoicing for each week.

 Monitor and manage rentals, loans and refurbishments via the equipment inventory portal.

 Monitor and supply insurance certificates and agreement paperwork to customers as requested.

 Facilitate effective communication with customers, the field sales and service teams, OEM, external representatives and internal functions, engineering, etc., relating to completion of customer orders and resolution of application/delivery issues.

 Prepare basic equipment, service and part proposals using the system tools (auto-quote and calculators).

 Assist and host customer visits at the Carol Stream, IL facility.

 Pro-actively participate in ITW’s ‘toolbox’ initiatives.

 In addition to the duties listed above, the position holder must carry out tasks assigned by their supervisor that are essentially related to their duties.

Job Requirements

Essential

 Bachelor’s Degree in Business Administration, Marketing, Sales Management or related field.

 Minimum 3 years of experience in an administrative or a customer facing role required.

 Must be enthusiastic, self-motivated and able to manage own workload.

 Excellent verbal and written communication skills; confident with both internal and external individuals at all levels. Excellent telephone manner is a must!

 Hands-on approach to getting things done, with a desire to make a difference.

 Strong attention to detail, analytical and organizational skills.

 Ability to work as part of a team as well as independently under pressure and react quickly to changing priorities.

 High proficiency in the use of Microsoft Office suite applications.



Desirable

 Basic coding experiencepreferred (VBA or Java).

 Experience within the capital equipment manufacturing organization.