Customer Service Supervisor

Job Description:

ITW (NYSE: ITW) is a Fortune 300 global multi-industrial manufacturing leader with approximately $16 billion in revenue and 43,000 employees worldwide. The company operates through a decentralized and entrepreneurial culture, driving innovation and strong performance across its business segments.

Division Description:

ITW Deltar Fasteners is a large division within the Automotive Segment and serves all the major OEMs and their tier suppliers with plastic fasteners. Locations include Frankfort, IL, Chippewa Falls, WI, and our Commercial Sales and Engineering in Troy, MI. 

The division drives profitability by leveraging its innovative solutions and application engineering.  In addition to ITW’s industry leading research and development capabilities, ITW Deltar Fasteners enhances our customers’ competitive advantage by:

• Maintaining advanced engineering and manufacturing facilities in NA.
• Exchanging products, process, and benchmarking information with sister units worldwide.
• Continually improving processes, material, and designs to ensure every product exceeds customer specifications while providing unparalleled value.

Position Summary:

The Customer Service Supervisor reports to the Customer Relations Manager. This position is responsible for overseeing all activities as they relate to departmental objectives including delivery performance, customer relations, and related administrative practices.

Primary Responsibilities:

• Provide day-to-day leadership, guidance, and support to the Customer Service team.
• Manage a limited number of customers with supervisory responsibility.
• Serve as the primary point of contact for escalated customer service calls, inquiries, and issues.
• Participate in interviewing, onboarding, training of new Customer Service team members.
• Facilitate cross-functional training with internal departments.
• Arrange and assign tasks for direct reports.
• Develop, maintain, and update work instructions procedures for responsible team members.
• Champion and support with customer meetings, audits and interdepartmental meetings.
• Monitor and manage EDI customer schedule changes and exceptions; ensuring alignment with Manufacturing and Shipping teams schedules.
• Support with Customer ERP system-related questions, issues, and procedure requests.
• Act as the subject matter expert (SME) for Customer Service team accounting process setups and inquiries, internal operating systems, and IT-related concerns.
• Drive continuous improvement initiatives to improve the Customer Service department.
• Represent safe work practices, while maintaining and promoting team Safety protocols.
• Oversee direct employees’ work schedules, back-up coverage, and vacation time approvals.
• Conduct employee annual and as needed performance evaluations.   
• Provide back-up support for the Customer Service Team as needed.
• Perform additional duties and special projects as assigned.

Position Skills and Experience Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• 2 year Administrative/Manufacturing degree or equivalent education and/or experience.
• Minimum 3-5 years in customer service/sales, related to a manufacturing environment or related field.
• Requires a detail-oriented person with proven organizational and communication skills, both verbal and written.
• Experience, plus working knowledge of customer relations, computer operations, and coordinating of multiple tasks.
• Demonstrated experience resolving customer related issues.
• Proficient skills in Microsoft Excel, Word, Outlook and Office competent.
• Strong work ethic, reliable, able to work independently and in a team environment and self-motivated. 

• Proven accuracy in work.

Compensation Information:

$80,000-$90,000

We offer a comprehensive benefits program that includes health, dental, and vision insurance, paid time off, and a 401(k) retirement plan with company match.

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.