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Customer Care Warehouse Manager

Illinois Tool Works, Inc.

This is a Full-time position in Lexington, KY posted April 30, 2021.

Customer Care Warehouse Manager+ 2001 Buck Ln, Lexington, KY 40511, USA+ Full-time+ FLSA Status: ExemptCompany DescriptionOur Culture:The heart and soul of ITW are the more than 48,000 hard-working and dedicated people around the world who thrive in the company’s decentralized entrepreneurial culture.

ITW’s unique culture is a competitive advantage, and the company is working hard to make sure that its divisions continue to think and act like smaller companies.

ITW businesses have significant flexibility within the framework of the ITW Business Model to customize their approach in order to best serve their customers and maximize performance.

The foundation of our company is the ITW Business Model, a unique and differentiated set of core capabilities and business practices that comprises three key elements: ITW’s 80/20 Front to Back Process, customer-back innovation and a decentralized entrepreneurial culture.Our Division:ITW North American Stamped Fastener Division, (NASF), serves the major OEMs and their tier suppliers in the North American automotive market.

The division supplies stamped metal fasteners and engineered fastener assemblies that leverage our deep-draw stamping technologies.

The annual revenue for the division is approximately $170M.The division drives profitability by leveraging its innovative solutions and application engineering.

In addition to ITW’s industry-leading research and development capabilities, NASF enhances our customers’ competitive advantage by:+ Maintaining advanced engineering and manufacturing facilities in N.A.+ Exchanging product, process, and benchmarking information with sister units worldwide.+ Continually improving processes, materials and designs to ensure every product exceeds customer specifications while providing unparalleled value.Job DescriptionThis position will primarily be responsible for management of all customer service, shipping and receiving functions and supervision of associated personnel.

This role will distribute workloads and be responsible for all post-production order fulfillment activities, in addition to coordinating with production personnel to meet customer requirements, maintain inventory quality and integrity, and maintain accurate records in accordance with all company and 3rd party requirements.

This position will report to the Plant Manager.Job Responsibilities:+ Maintain close contact with the customer base to ensure a focused and timely response to customer requests including customer inquiries, special requests, and crisis management.+ Coordinate with production operations to ensure on-time order fulfillment.

Provide production priority guidance to staff based on commitments to customers.+ Supervise day-to-day operations of customer service activities to include order entry, order processing, and generation of shipping documents and export documents.+ ERP system setup of the customer, part, and production information.+ Supervise day-to-day operations of shipping and receiving personnel to ensure the department is operating within expectations to meet customer requirements.+ Respond to customer service and shipping-related customer quality concerns; participate in CAR process and revise Control Plans and FMEAs as appropriate.+ Provide monthly revenue outlook to finance and plant management personnel.+ Respond to material compliance and declaration requests (Prop 65, REACH, SVHC, RoHS, etc..).+ Ensure systems are aligned and in compliance to automotive industry requirements such as MMOG (Materials Management Operations Guidelines).+ Participate in internal and external, 2nd and 3rd party audits.+ Develop, recommend, and implement system enhancements designed at streamlining processes with a focus on continuous improvement, utilizing and embracing the ITW Toolbox (80/20, PLS, USA).+ Exercise all elements of supervision of personnel, including training on job duties, maintaining work schedules, selection and orientation of new personnel, performance evaluations, appraising salary increases, promotions, transfers, discipline, and dismissals.+ Collaborate with the Accounting Department in conjunction with credit and financial situations of customers to include credit, collections, and related administrative functions.+ Ensure environmental and safe work practices and quality program requirements are implemented and maintained.+ Perform other duties as assigned.Qualifications+ 5 years of manufacturing experience in a fast-paced, high-volume environment in the automotive industry.

Prior experience in a Supervisory or Leadership role, preferably within Warehouse, Shipping, or Production.+ Experience in a customer-facing role.+ Working knowledge of Windows Office applications.+ Prior ERP experience is required.

Working knowledge of QAD ERP system is preferred.+ Working knowledge of shipping and receiving requirements for GM, FORD, Chrysler, and Tier 1 automotive customers.+ A college degree in a related field or equivalent work experience.+ Possesses the knowledge and skills necessary to resolve situations and the ability to recognize continuous improvement and implementation.+ Effective negotiating skills and experience resolving customer-related issues.+ Strong verbal and written communication skills.+ Able to function independently, exercising independent judgment and decision-making within his/her level of authority.+ This position will need to have high regard for detail and accuracy, especially in record keeping.

In addition to having knowledge of all warehouse and packaging functions, they will need to be familiar with portions of the shipping, receiving, and customer service personnel’s duties such as receiving inventory, receiving lab requirements, printing paperwork, and the ability to send ASNs (Advance Shipping Notices).+ Strong leadership characteristics:+ + Steward of the ITW toolbox,+ Self-motivated,+ Takes initiative to continuously learn,+ Thrives on the success of others and the team,+ Thrives in ambiguous situations,+ Adapts quickly to new situations and circumstances,+ Ability to effectively manage crisis situations,+ Self-aware, recognizes his/her strengths and development needs, and+ Ability to build and maintain strong relationships with others.Additional InformationITW 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.Job LocationITW 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.