Job Description:
Job Title: Customer Expereince/Service Partner
Reports To: Customer Service Manager – Nordics, Customer Service Lead – Nordics, Customer Service Manager – UKI
Job Location: UK & Nordics
About ITW:
ITW is a Fortune 250 diversified global manufacturer of specialized industrial equipment, consumables, and related service businesses. ITW Construction Products is one of seven business segments providing fastening systems for the residential, commercial and renovation sectors with global revenues of approx. 1.8 billion dollars. Our key brands include Paslode, SPIT, NKT Fasteners, Adjufix, Cullen and Gang Nail.
Primary responsibilities:
- Partner with the sales function within your defined business area to take ownership of customer service activities
- Deal with incoming calls, emails, order handling, queries for all customers within your defined business area
- Ownership of end-to-end communication (outbound/inbound) for defined business area
- Identify service improvement areas for customers within your defined business area and support our sales teams in identifying opportunities for growth using data analytics
- Support implementation of service improvements and growth opportunities within your defined business area
- Keep up to date with product knowledge and customer requirements and use this to upsell when interacting with customers
- Manage queries and customer concerns to bring to a resolution with minimal points of contact
- Maintaining customer master data (contact info, invoicing routines, prices) in CRM and ERP
- Daily interactions with Supply Chain to coordinate and manage deliveries
- Role model for ITW values: Integrity, Respect, Trust, Shared Risk and Simplicity
Experience and skills:
- Taking initiative and measuring own performance
- Excellent in navigating in an international organisation with stakeholders across countries
- Expert in managing computer operating systems and MS Office software
- High-level writing and verbal communication skills
- Knowledge of CRM platforms
- Degree or work experience in business administration or similar field
