Customer Experience Representative II

Job Description

Job Title: Customer Experience Representative II

Reports to: Customer Experience Manager

Exempt Status: Exempt

Full Time / Part Time: Full-Time

Location: Olathe, KS (On-Site)

Company Overview

ITW Pro Brands is a manufacturer of lubricants, cleaning chemicals, and corrosion preventatives formulated to maximize equipment productivity and product quality for customers. We go to market through B2B with a focus on the automotive, aviation, fabricated metal, food processing and machinery manufacturing market segments. Offering a brand portfolio that is well recognized within these industrial channels, our premium products address customer pain points and our direct sales team provide expert value-added consulting at the customer level. ITW Pro Brands has 250 employees and 4 manufacturing facilities in: Olathe, KS, Tucker, GA, Easton, MD, and DeWitt, IA.

Our Values

• Simplicity: focusing on the essential core of each business opportunity, guided by the “80/20” rule to streamline processes, systems and structures.
• Shared risk: collaborating as a team, taking joint responsibility, and learning from trial and error to drive innovation.
• Integrity: honesty, transparency, and doing the right thing in all business dealings, regardless of brand and location.
• Respect: valuing diversity in cultural backgrounds and fostering an open environment where innovation can thrive.
• Trust: relying on employees to uphold the highest professional standards and act in the company’s best interests.

What we offer: ITW’s benefits package is designed to provide comprehensive support for physical, mental, and financial well-being including: healthcare, retirement planning, paid leave, wellness programs, and opportunities for charitable involvement.

Position Summary

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. Successful candidates will possess natural curiosity, the ability to listen with intent, and a desire to deeply understand the needs of our customers.

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.