Customer Service Sales Support

Company Description Illinois Tool Works (ITW) (NYSE: ITW) is a global industrial company with more than 43,000 employees across 52+ countries. Its innovative products and solutions support critical industries worldwide—from deep-sea oil rigs, aircraft and bridges to wind turbines, healthcare, buildings, automotive and consumer electronics. As part of ITW, ITW Welding is a global leader in welding solutions, providing advanced, solution-focused products including arc welding equipment, welding safety and health solutions, and specialty welding consumables. Role Description We are looking for a Customer Service Sales Support to join ITW Welding Middle East and be a key point of contact for our customers and distributors across the region. This role ensures a smooth customer experience by managing inquiries, orders, invoicing, and shipment updates, while working closely with Sales, Supply Chain, Logistics, and Finance. Key Responsibilities • Manage customer and distributor inquiries through email, phone and other communication channels. • Process and follow up on customer orders, quotations and order confirmations. • Coordinate with Sales, Supply Chain, Logistics and Finance to ensure timely order fulfilment. • Provide customers with accurate information on product availability, order status, delivery timelines and documentation. • Follow up on backorders, shipments and delivery-related issues. • Handle customer complaints and requests professionally, ensuring timely resolution. • Maintain accurate customer, order and transaction records in the relevant systems. • Support Sales teams with customer information, quotations, reports and administrative requirements. • Identify recurring customer issues and communicate feedback to the relevant internal teams. • Build strong, professional relationships with customers and distributors. • Ensure a consistently high level of customer service and responsiveness. Qualifications & Requirements • Bachelor’s degree in Business Administration, Customer Service, or a related field. • 3–6 years of relevant customer service experience, preferably within a B2B, industrial, manufacturing, or distribution environment. • Proven experience in order management, customer inquiries, quotations, order processing, and follow-up. • Experience working with ERP/CRM systems; knowledge of SAP, Microsoft Dynamics, or similar systems is an advantage. • Strong coordination and collaboration skills, with the ability to work effectively across functions. • Excellent organizational skills, attention to detail, and ability to manage multiple priorities. • Strong problem-solving, follow-up, and customer service skills. • Proficiency in MS Office, particularly Excel and Outlook. • Knowledge of customs regulations and import/export clearance processes is an advantage. • A valid UAE driving license is required. • Fluent in English, both written and spoken. • Does this sound like you? We’d love to hear from you! If you’re excited about the opportunity and believe your experience is a good fit, please send us your CV and a brief note about your motivation to ITW Welding Middle East at [email protected]. Show more Show less

Bachelor’s degree in Business Administration, Customer Service, or a related field. 3–6 years of relevant customer service experience, preferably within a B2B, industrial, manufacturing, or distribution environment. Proven experience in order management, customer inquiries, quotations, order processing, and follow-up. Experience working with ERP/CRM systems; knowledge of SAP, Microsoft Dynamics, or similar systems is an advantage. Strong coordination and collaboration skills, with the ability to work effectively across functions. Excellent organizational skills, attention to detail, and ability to manage multiple priorities. Strong problem-solving, follow-up, and customer service skills. Proficiency in MS Office, particularly Excel and Outlook. Knowledge of customs regulations and import/export clearance processes is an advantage. A valid UAE driving license is required. Fluent in English, both written and spoken.

Manage customer and distributor inquiries through email, phone and other communication channels. Process and follow up on customer orders, quotations and order confirmations. Coordinate with Sales, Supply Chain, Logistics and Finance to ensure timely order fulfilment. Provide customers with accurate information on product availability, order status, delivery timelines and documentation. Follow up on backorders, shipments and delivery-related issues. Handle customer complaints and requests professionally, ensuring timely resolution. Maintain accurate customer, order and transaction records in the relevant systems. Support Sales teams with customer information, quotations, reports and administrative requirements. Identify recurring customer issues and communicate feedback to the relevant internal teams. Build strong, professional relationships with customers and distributors. Ensure a consistently high level of customer service and responsiveness.