Customer Service Representative

ITW Performance Polymers; Montgomeryville (Montgomery County); On-site; USD 38,572 - 41,328; Full time

Job summary

ITW Performance Polymers is seeking a Customer Service Representative to join our fast-paced team. You will service domestic distributors, direct customers, and sales reps, handling orders, inquiries, and issues with a focus on the customer experience.

In this role, you will coordinate international orders and exports, manage documentation, and collaborate with Operations, Marketing and Finance to resolve problems and ensure on-time delivery while upholding safety and quality standards.

Qualifications

• High school diploma or equivalent.
• 1–3 years of customer service or related experience, with a demonstrated ability to provide exceptional customer support, manage multiple priorities, and build positive customer relationships.
• Understanding and previous experience of ERP systems. Syspro experience a plus.
• Proficiency in MS Office, specifically Excel and Word required.
• Excellent interpersonal, written, and verbal communication skills, with the ability to build strong relationships and communicate effectively with domestic and international customers and colleagues.
• Strong cross-functional collaboration skills, with the ability to work effectively with Operations, Marketing, Sales, Finance, and other internal stakeholders to resolve customer issues, coordinate activities, and deliver exceptional customer service.
• Ability to pass DOT/IATA/IMDG classes.

Responsibilities

• Serve as the primary contact for domestic distributors, direct customers, and sales reps with exceptional service.
• Respond to inquiries, process orders accurately, and resolve issues promptly.
• Coordinate product returns, credit requests, and related documentation.
• Manage international and export customer communications on updates, pricing, and delivery timelines.
• Support processing of international orders including pro forma invoices and import/export documents.
• Coordinate international shipments with freight providers and ensure compliance.
• Participate in training and professional development to strengthen product knowledge and customer service skills.
• Promote and adhere to safety, environmental and quality policies.

Skills

Customer service

Multitasking

Communication

Collaboration

Problem solving

Education

High school diploma or equivalent

Tools

Syspro

MS Office (Excel/Word)

DOT/IATA/IMDG training

Job description

Company Description

Illinois Tool Works Inc. (NYSE: ITW) is a Fortune 300 global multi-industry manufacturing leader reaching revenue of $16 billion in 2025. The company’s seven industry-leading segments leverage the unique ITW Business Model to drive solid growth with best-in-class margins and returns in markets where highly innovative, customer-focused solutions are required. ITW’s approximately 44,000 dedicated colleagues around the world thrive in the company’s decentralized and entrepreneurial culture. www.itw.com.

Division Overview

ITW Performance Polymers is a Division within ITW’s Polymers & Fluids segment with headquarters in Massachusetts with additional operations in Pennsylvania, Florida, and Shannon, Ireland. Performance Polymers is a world leader in the research, development, and manufacturing of structural and semi-structural adhesives, grouting and chocking compounds, sprayable syntactic materials and wear-resistant coatings and repair compounds. Our products are designed to reduce customers’ costs by eliminating steps in their manufacturing processes, reducing the number of parts in an assembly or improving the quality of assembled finished goods. These high-quality, differentiated solutions are widely used in markets including wind, transportation, marine, electronics, mining, petrochemical, and other industrial OEM & MRO applications.

Summary

Our Customer Service team plays an important role in our business operations and customer success. As a Customer Service Representative, you will get to work in a fast-paced and dynamic environment, leveraging your entrepreneurial spirit, strong communication & problem-solving skills and multitasking abilities to create great customer outcomes. This is an exciting opportunity to join our dedicated team and grow your career in a Division within a market-leading, Fortune 200 organization.

Business Model & Culture

• We have an environment shaped by our decentralized, entrepreneurial culture that brings our exciting ideas to life.
• We are committed to providing you with growth and development opportunities that maximize your unique potential.
• Our culture empowers you to think and act like a business owner – we want your entrepreneurial spirit to thrive!
• Be a part of One ITW/One Team, where everyone’s contribution matters in our quest to achieve our full potential.
• We live by our Core Values: simplicity, sharing risk, integrity, respect, and trust.

You Might Like This Job If You Have

• Organized and detail oriented - you easily pick up on granular details others may miss.
• Intrinsically motivated and autonomous. You are self-driven but also thrive in a collaborative environment where you can work with others.
• You are obsessed with the customer experience and are always looking for ways to “solve for the customer”.

Primary Responsibilities

• Serve as the primary point of contact for domestic distributors, direct customers, and sales representatives, providing exceptional customer service, product expertise, and account support. May be assigned specific customer accounts for ongoing management.
• Respond promptly to customer inquiries and requests, process orders accurately, and identify, investigate, and resolve customer issues in a timely manner.
• Coordinate product returns, credit requests, and all associated documentation, ensuring compliance with company policies and procedures.
• Manage international and export customer communications, addressing product updates, availability, scheduling, delivery timelines, pricing, and new product introductions.
• Support the processing of international orders, including preparation of pro forma invoices, import/export documentation, shipping instructions, and special pricing quotations.
• Coordinate international shipments by preparing required documentation, collaborating with freight providers, and ensuring compliance with all applicable export regulations and company requirements.
• Participate in job-related training and professional development activities to maintain product knowledge, strengthen customer service skills, and support continuous improvement initiatives.
• Promote, support and adhere to all safety, environmental and quality related policies and procedures.

Qualifications, Skills & Competencies

• High school diploma or equivalent.
• 1–3 years of customer service or related experience, with a demonstrated ability to provide exceptional customer support, manage multiple priorities, and build positive customer relationships.
• Understanding and previous experience of ERP systems. Syspro experience a plus.
• Proficiency in MS Office, specifically Excel and Word required.
• Excellent interpersonal, written, and verbal communication skills, with the ability to build strong relationships and communicate effectively with domestic and international customers and colleagues.
• Strong cross-functional collaboration skills, with the ability to work effectively with Operations, Marketing, Sales, Finance, and other internal stakeholders to resolve customer issues, coordinate activities, and deliver exceptional customer service.
• Ability to pass DOT/IATA/IMDG classes.

Compensation Information

The compensation for this role is $28-$30/hour. This is the range that we in good faith anticipate relying on when setting wages for this position. We may ultimately pay more or less than the posted range and this range. This salary range may also be modified in the future.

Equal Employment Opportunity

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.