Customer Experience Representative II

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

Job Description

Provides exceptional customer service by managing customer orders, inquiries, returns, and account-related issues while serving as a key liaison between customers and internal teams. Ensures accurate order processing, data management, pricing coordination, and backorder communication to support efficient operations and customer satisfaction. Partners cross-functionally with Sales, Production, Shipping, Sourcing, and Marketing teams to resolve issues and deliver a seamless customer experience.

Core 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.

Qualifications / Requirements

• High school diploma or GED and one to two years of customer service experience, or an equivalent combination of education and experience.


• Strong written and verbal communication skills.


• Excellent interpersonal and relationship-building abilities.


• Detail-oriented with strong organizational skills.


• Effective problem-solving and decision-making skills.


• 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.


• Self-motivated, adaptable, and able to work effectively both independently and as part of a team.


• Commitment to professionalism, accountability, and continuous improvement.

ITW Pro Brands is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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.