Customer Experience Specialist II — Orders & Returns

ITW Pro Brands; Olathe (KS); On-site; USD 35,000 - 52,000; Full time

Job summary

ITW Pro Brands is seeking a customer service professional to manage orders, inquiries, returns, and account issues. You will act as a liaison between customers and internal teams, ensuring accurate order processing, data management, pricing coordination, and backorder communication.

Collaboration with Sales, Production, Shipping, Sourcing, and Marketing is essential. The role requires 1–2 years of customer service experience, strong communication skills, and proficiency with Microsoft Office,

Qualifications

• High school diploma or GED and 1–2 years of customer service experience.
• Strong written and verbal communication skills.
• Detail-oriented with strong organizational abilities.
• Proficient in Microsoft Office applications, including Excel; experience with CRM and ERP systems preferred.
• Ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment.

Responsibilities

• Respond to customer phone calls and emails, providing timely support and resolving inquiries.
• Process customer purchase orders accurately and efficiently.
• Build and maintain positive customer relationships through proactive communication.
• Maintain accurate customer and order information across multiple systems.
• Provide basic product support and direct customers to the appropriate teams when needed.
• Resolve customer concerns related to orders, billing, and service issues.
• Process Return Goods Authorizations (RGAs) and ensure timely resolution.
• Monitor and communicate backorder status updates to customers.
• Review pricing discrepancies and coordinate resolutions with internal teams.
• Gather and respond to customer feedback to support continuous service improvement.
• Participate in ongoing training and professional development.
• Perform other duties as assigned.

Skills

Customer service

Communication

Detail oriented

Problem solving

Teamwork

Education

High school diploma or GED

Tools

Microsoft Excel

CRM systems

ERP systems

Job description

ITW Pro Brands is seeking a customer service professional to manage orders, inquiries, returns, and account issues. You will act as a liaison between customers and internal teams, ensuring accurate order processing, data management, pricing coordination, and backorder communication.

Collaboration with Sales, Production, Shipping, Sourcing, and Marketing is essential. The role requires 1–2 years of customer service experience, strong communication skills, and proficiency with Microsoft Office,