Customer Service Support Specialist

Illinois Tool Works; Honolulu (HI); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

401(k) match

Paid time off

Paid company holidays

Competitive health insurance

Job summary

Buehler, a division of Illinois Tool Works, is seeking a Customer Service Representative to connect worldwide customers with the company, handling quotes, orders, disputes and export compliance.

The role requires on-site work at the Lake Bluff facility, with strong CRM use, cross-functional collaboration, and adherence to export policies to ensure proper approvals before shipment.

Qualifications

• 5+ years of experience in a customer service role.
• Excellent verbal and written communication skills.
• Ability to multitask and manage high-volume inquiries.
• Strong attention to detail in order terms and agreements.
• Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook.

Responsibilities

• Answer inquiries via phone, email, and CRM cases promptly.
• Research international customers for trade compliance using online tools.
• Investigate disputes and provide resolutions.
• Enter quotes, orders, and credits/returns accurately.
• Support partners including Direct Sales and Distributors worldwide.
• Coordinate with Trade Compliance and Export Shipping to ensure export rules compliance.
• Maintain collaboration with Technical Service, Laboratory, Marketing, Sales and Accounting.

Skills

Communication

Multitasking

Attention to detail

MS Office

CRM experience

Education

High School Diploma or GED

Tools

CRM software

Microsoft Office

Job description

Company Description

Buehler, a division of Illinois Tool Works, is a leading manufacturer of scientific equipment and supplies for use in material analysis. Over the past 80+ years, Buehler has established sales, manufacturing and laboratory services located throughout North America, Europe and Asia. Comprised of world‑class products and brands, such as Wilson Hardness, Buehler continues a long history of providing market‑leading technology to support our customers in their sample preparation and material analysis applications. Buehler’s parent company, ITW, is a Fortune 200 global diversified industrial manufacturer of value‑added consumables and specialty equipment with related service businesses. The company focuses on profitable growth with strong returns across worldwide platforms and businesses. The businesses serve local customers and markets around the globe, with a significant presence in both developed and emerging markets.

Job Description

The Customer Service Representative is responsible for providing a consistent and quality experience between worldwide customers and Buehler. This role provides price and availability information, handles order coordination and dispute resolution for both domestic and export destinations, and requires strict adherence to export compliance policies and procedures, including segregation of duties measures. Partnership with team members is required to ensure appropriate levels of approval are obtained prior to shipment of all products.

• Answer incoming customer inquiries via phone, email, and CRM cases in a timely and professional manner. These inquiries may include quotes, orders, disputes, and product recommendation requests.
• Research and gather information on international customers for trade compliance purposes using online tools such as websites.
• Investigate customer disputes and provide resolution.
• Enter quotes, orders, and credit/returns into the system within departmental accuracy guidelines.
• Provide and maintain support to Buehler partners, including the Direct Sales channel, Distributor channel, and customers worldwide to ensure satisfactory service levels.
• Interact with International Trade Compliance and Export Shipping Coordinators to ensure compliance with all export rules and regulations.
• Maintain a professional and interactive relationship with internal departments such as Technical Service, Laboratory, Marketing, Sales, and Accounting to support the worldwide customer base.

Qualifications

• High school diploma or GED required.
• 5+ years’ experience in a customer service role.
• Excellent verbal and written communication skills.
• Ability to multi‑task a high volume of projects at once and prioritize tasks successfully.
• Strong attention to detail in identifying order terms and agreements.
• Proficiency in Microsoft applications such as Word, PowerPoint, Excel, Outlook, and general PC knowledge.
• Ability to work on‑site at our Lake Bluff facility.

Additional Information

• Schedule: Mon‑Thu 8:30 AM – 5:00 PM; Fri 7:00 AM – 4:00 PM.
• 7.5% 401(k) match.
• 4 weeks of paid time off.
• 10 paid company holidays.
• Recognition program.
• Competitive health insurance.

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. If you require alternative methods of application or screening, you must approach the employer directly to request this as Indeed is not responsible for the employer's application process.