Customer Service Representative

Customer Service Representative

We are seeking a Customer Service Representative to oversee and support our customer accounts. This role plays a crucial part in ensuring a high standard of service for both external customersprimarily in the U.S. and Europe, with some support for Asiaand internal stakeholders.

This individual will help coach, train, and develop team members while driving improvements in departmental systems, policies, and procedures. They will lead by example, fostering a culture of continuous improvement and teamwork.

Success in this role requires accuracy, efficiency, and a hands-on approach within a small, dynamic team. The ideal candidate is a proactive problem-solver who is patient, empathetic, and passionate about delivering exceptional customer experiences. A keen interest in new technologies and strong attention to detail will be key assets.

This is an in-office position located in Hatfield, Pennsylvania.

Responsibilities :

• Identify opportunities to enhance internal processes that promote best practices and lead to overall performance improvement and organizational efficiency.
• Monitor performance and work towards achieving key performance indicators (KPIs) and provide an excellent service to customers.
• Works with Simco-Ion's Top 80s Customers
• Evaluate customer feedback and identify ways to maximize customer satisfaction.
• Ensure that standard operating procedures are documented and maintained.
• Monitor and assign emails in generic inboxes.
• Responsible for timely acknowledgment of all sales orders, ensuring Simco-Ion's lead times are correctly communicated and documented to customers.
• Produce written reports when required to do so.
• Traces lost shipments and resolves difficult and complex problems.
• Receive inbound calls and respond to calls as appropriate
• Accurately enter customer sales orders and quotes
• Process / prioritize inbound orders for order entry
• Customer follow-up for order confirmations and changes
• Support with R.M.A. processing as requested
• Providing customer order / backlog reports
• Additional tasks as assigned.

Ideal Qualifications :

Hourly Rate : $20 - $25

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.