Customer Experience Representative (Channel Account Specialist)

Job Description:

ITW Construction offers a broad range of professional grade tools and fasteners for numerous construction applications. Our products include structural wood fasteners (GRK Fasteners™), concrete anchoring systems (Tapcon®, Red Head®, Ramset®), underlayment screws (Backer-On Rock-On ®), self-drilling screws (Teks®) and drywall anchoring systems (E-Z Ancor®). ITW Residential Mechanical Fastening excels in meeting the growing demands from Pro end-users for high-quality home improvement and construction fastening products. Our products are trusted by industry professionals and each brand is the market leader in its respective category in terms of quality, performance and ease of use.  

The Customer Experience Representative (Channel Account Specialist) provides dedicated support to 80’ assigned channel customers. This role serves as the primary liaison between customers and internal teams including Sales, Distribution, IT, and Finance. The specialist ensures accurate order processing, resolves issues, and identifies opportunities for account-specific improvements. This position also provides backup support for similar customer accounts and handles escalated concerns that require non-standard solutions.

Primary Responsibilities:

Order Management

• Process sales and return orders, ensuring compliance with account requirements, pricing, discounts, freight, and carrier expectations.
• Maintain and troubleshoot orders submitted via EDI, web portal, and manual entry.
• Review daily open orders and collaborate with Shipping/Supply teams to minimize delays and ensure on-time, complete shipments.
• Communicate key order updates to Sales partners for consistent customer messaging.
• Maintain organized documentation in accordance with file retention guidelines.

Customer Satisfaction Support

• Respond to customer inquiries via phone, fax, and email using established guidelines.
• Document all customer communications accurately in the ticketing system.
• Collaborate with the team to identify and implement improvements that enhance customer satisfaction.

Customer Management & Support

• Partner with Sales, Finance, IT, and Distribution to meet customer needs and support divisional annual plan projects.
• Resolve errors promptly and maintain accurate customer master data across systems.
• Champion process improvements and proactively recommend solutions for customer and departmental issues.
• Provide backup support for assigned accounts and maintain customer-specific documentation.

Competencies

• Customer Focus: Prioritize customer needs and build strong relationships to drive satisfaction and loyalty.
• Leadership: Lead internal efforts to meet customer needs, manage projects, and influence cross-functional teams.
• Delivering Results: Set high performance standards, take initiative, and focus on impactful projects.
• Communication: Demonstrate excellent written and verbal communication with strong attention to detail.
• Adaptability: Thrive in changing environments and adjust effectively to new processes and structures.

Job Requirements

• High School Diploma or equivalent, required.
• Minimum of 3 years of customer service experience in a fast-paced, multi-functional environment.
• Experience with Big Box retailers (e.g., Home Depot, Menards, Walmart) or lumber yard customers preferred.
• Manufacturing experience is a plus.
• Strong communication and presentation skills for internal and external stakeholders.
• Demonstrated leadership competencies and initiative.
• Proficiency in Microsoft Office (Outlook, Excel, PowerPoint).
• Ability to perform basic math related to pricing, revenue, and margin calculations.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential duties and responsibilities of this position within typical manufacturing working conditions.

The majority of work will be performed in an office setting. Occasionally, the employee may be required to spend time in manufacturing and distribution areas. When working in these environments, appropriate personal protective equipment (PPE) must be worn in accordance with divisional safety standards. Reasonable accommodations will be made to support individuals with disabilities in performing the essential functions of the role.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this role, the employee will frequently be required to sit, stand, walk, talk, hear, and reach with hands and arms. Specific vision abilities necessary for this position include close vision and the ability to adjust focus.

Compensation Information:

We believe our people are our greatest asset. That’s why we invest in creating an environment where you can thrive—both personally and professionally.  For more details, visit our Benefits page.

In addition, our benefits include paid vacation, sick, holiday, and parental leave.

Base rate is $30.00 - $31.00 per hour this position. Please note that this salary information serves as a general guideline. Company considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate's work experience, education and training, key skills, as well as market and business considerations.

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.