Customer Relations Representative

Job Description
The 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 all 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:
Prepare basic equipment service and spares proposals using automated tools (auto-quote, service calculator).
Process soles orders for standard equipment, service, and spare parts (assess incoming orders for accurate commercial and accounting details, electronic entry of order details, invoice generation and administration, write acknowledgment of orders to the customer and dispatch notification).
Arrange dispatch, paperwork and collection of Rental / Demo / Loan refurbishment and exhibition equipment.
Ensure all service-related administration is completed as required including logging of service visit requests, processing, and invoicing of Electronic Service Reports (ESR).
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.
Participate in the development of a customer facing &
commercially aware Internal Customer Relation Team.
Develop the use of Customer Relations Management (CRM) database within the sales team.
Address general inquiries, sales leads, literature requests, communication to customers regarding delivery dates &
amendments.
Assist and host customer visits at the Carol Stream, IL facility.
Work in conjunction with other key elements of the business such as external sales, engineering, manufacturing, and service departments.
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.