Summary:ITW Pro Brands Customer Account Administrator's primary responsibility is to provide efficient, complete customer service to both external and internal customers.  This position will interact mainly with our customers, Sales, Product Managers, Shipping, Production and Sourcing teams.Essential Duties:Respond and/or triage inbound customer phone calls. Prioritizing 80 customer issues/concernsManage and process incoming customer purchase orders in total, in a timely and efficient manner.Utilizes critical thinking skills to get to the bottom of the issues and resolve them. Involving other departments when needed but able to communicate what the issue is.Understand how to manage EDI cross-reference tables and resolve mid-level EDI errors.Build rapport and relationship with customers by proactively answering reasonable customer inquiries in full, reducing re-handling of requests. Works with customers to understand how to use features on the  ITWPB website to self-serve needed documents or information.Enter new data and update records across multiple software systems to ensure consistent, aligned information (e.g., NAV, Salesforce).Keep customer card up to date with all buyer customer information including triggering NAV documents to customer contacts and shipping instructions.Learn basic technical information across product lines to troubleshoot fundamental customer questions. Become fluent in at least three channels.Can manage Canadian or Mexico order transactions.Serve as a resource for external customer questions; when necessary, refer calls or emails to appropriate cross-functional area(s).Addresses complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation. Works with customers to obtain enough information to assist in getting to the root cause of the issue.Process Return Goods Authorizations (RGAs) in total in a timely manner to ensure the return is handled correctly. Work with customers to try to resolve issues without return when possible.Manage backorder data to keep customers updated. No less than weekly review customer POs not shipped and past due to determine the issue. Notify customers on long-delayed products and update shipment dates as needed.Ensure pricing data is correct by communicating discrepancies to Marketing for resolution. Work with customers if their data is incorrect.Solicits customer feedback to improve service and responds to requests for service and assistance.Participates and leads training as needed.Is familiar with ITW Tool Box and employs 80/20 Philosophy to daily work.Perform other duties as assigned.
