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Customer Service & Sales Support RepresentativeITW • Kennesaw, Georgia, United States
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Customer Service & Sales Support Representative

ITW
  • US
    Kennesaw, Georgia, United States
  • US
    Kennesaw, Georgia, United States
Postuler Maintenant

À propos

Job Description The Customer Service & Sales Support Specialist is a highly skilled, customer‑focused professional responsible for delivering exceptional service while actively supporting sales growth through effective lead management. This role serves as the first point of contact for customer inquiries, accurately assessing needs, qualifying inbound opportunities, and redirecting viable sales leads to the appropriate sales representatives.
This individual combines deep product knowledge, strong communication skills, and sales awareness to ensure a seamless customer experience—from inquiry through order fulfillment—while helping drive revenue opportunities and customer retention.
Essential Duties And Responsibilities Customer Service Excellence
Provide timely, accurate, and professional responses to all customer inquiries (phone, email, CRM).
Process sales orders, returns, credits, and order confirmations with a high level of accuracy.
Deliver post‑sales support including shipping issues, product inquiries, and problem resolution.
Maintain strong working knowledge of products, part numbers, pricing, and applications.
Ensure customer issues are resolved effectively to maximize satisfaction and loyalty.
Lead Management & Sales Support
Act as the primary intake point for inbound leads, inquiries, and opportunities.
Qualify leads by assessing customer needs, application requirements, urgency, and purchase intent.
Route qualified opportunities to the appropriate sales representative based on territory, product line, or account ownership.
Maintain and track all lead activity within CRM to ensure visibility and follow‑up.
Education And/or Experience
Associate or Bachelor’s degree preferred, or equivalent experience.
3–6+ years of experience in customer service, inside sales, or a combined role.
Experience in manufacturing, distribution, or industrial environments preferred.
Key Competencies Customer Focus
Strong commitment to delivering a high‑quality customer experience
Ability to manage challenging situations with professionalism and tact
Sales Acumen
Ability to identify sales opportunities and assess lead quality
Understanding of sales processes and pipeline management
Communication Skills
Excellent verbal and written communication skills
Strong phone presence and professional email etiquette
Organization & Detail Orientation
High attention to detail in order processing, pricing, and documentation
Ability to manage multiple priorities in a fast‑paced environment
Problem‑Solving
Ability to evaluate customer issues and determine appropriate escalation paths
Proactive follow‑up to ensure resolution and customer satisfaction
Technical Skills
Proficiency in CRM systems and ERP platforms
Microsoft Office Suite proficiency
Ability to learn technical product specifications and applications
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.
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  • Kennesaw, Georgia, United States

Compétences linguistiques

  • English
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