Customer Care Representative

Job 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 developed as well as emerging markets.

The Customer Care Representative delivers a consistent, high-quality experience for global Buehler customers by managing pricing and availability, coordinating orders, and resolving disputes for domestic and export shipments. This role ensures strict compliance with export regulations, internal policies, and segregation of duties, while partnering with cross‑functional team members to obtain all required approvals prior to shipment.

Shift: Monday-Friday 8:30 AM - 5:00 PM CST

• Answer all incoming customer inquiries including phone calls and emails 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.

• Data entry of quotes, orders, and credit/returns within departmental accuracy guidelines.

• Provide support to Buehler partners including direct sales channel, distributor channel and intercompany departments.

• Responsible for maintaining a professional and interactive partnership with Distributor Sales Channel, Direct Sales Channel, and customers worldwide to ensure satisfactory service levels.

• Interaction 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 in efforts to support the worldwide customer base.

Qualifications:

• A high school diploma or GED is required.

• Minimum 3 years experience in a Customer Service role.

• Excellent verbal and written communication skills.

• Ability to multi-task a high volume of projects at one time, successful at prioritizing tasks.

• Strong attention to detail in identification of order terms and agreements.

• Proficient level of competency in using Microsoft applications such as Word, Power Point, Excel, Outlook, and general PC knowledge.

• Must reside in the Chicagoland area with the ability to work onsite (hybrid work environment)

Additional Information:

• 7.5% 401K match

• 4.5 weeks of paid time off

• 10 paid company holidays

• Recognition program

• Competitive health insurance

Compensation Information:

The pay for this position is $22.00-$25.00 per hour.  Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

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.