Position Description Customer Service Representative A KNIPEX Tools LP (KTLP) Customer Service Representative is an integral member of the KTLP sales team. A KTLP Customer Service Representative provides world - class se…
Skills: Order Entry, Customer Service, SAP, ERP Systems, EDI
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$22/hr–$25/hr
Full-time
high school
Medical Insurance, Dental Insurance, Vision Insurance, Health Reimbursement Arrangement Plan (HRA), Paid Time Off, 401K
Posted 31d ago
~40 hrs/week
Responsibilities
Manage the complete post-sales support cycle, including order entry, information gathering, and expediting. Provide high-quality service to internal and external customers while resolving product and service issues.
Requirements
Requires a high school diploma and at least 3 years of customer service or order entry experience. Proficiency in Microsoft Office is required, with SAP or ERP experience being a strong advantage.
Full job description
Position Description Customer Service Representative
A KNIPEX Tools LP (KTLP) Customer Service Representative is an integral member of the KTLP sales team. A KTLP Customer Service Representative provides world - class service to all external and internal customers.
Position Overview
The Customer Service Representative’s role encompasses the complete post-sales support cycle, including the completion of information gathering, order entry, and expediting. Customer Service Representatives should be reliable, responsive, reassuring, empathetic and accurate when handling all inquiries/requests be it from outside or from within the company.
Position Responsibilities
Provides both external and internal customers with a positive experience during all interactions.
Complies with all company and departmental procedures.
Enters and confirms the accuracy of orders and tracking delivery dates; updates customers and sales regarding issues.
Answers all customer inquiries including products, pricing, and availability.
Anticipates and solves issues before they arise.
Researches orders and resolves issues related to products and services.
Develops an excellent working knowledge of procedural and system-related inventory control requirements, including the proper allocation and distribution of products and services.
Improves and maintains overall customer service functions. This encompasses all order processing requirements including credits, returns, and distribution.
Develops an excellent working knowledge of our quality system and the associated procedures.
Provides support to our sales staff and shares the common goal of creating and maintaining customer relationships.
Works closely with all staff, including warehouse personnel, to ensure proper communication.
Listens actively and responds to customer demands and complaints as “problem solvers”, taking full responsibility and providing positive solutions.
Demonstrates persistence, overcomes obstacles, and strives to improve skills while achieving goals with enthusiasm and positive energy.
Follows through with promises and inquiries in a timely fashion.
Uses good judgment and makes decisions when necessary.
Seeks guidance to answer any questions when unsure of the correct answer.
Forwards all customer e-mail addresses to the marketing department and asks every customer if we can send them our product information sheet/e-mail.
Other responsibilities as assigned.
Position Requirements
Knowledge
High school diploma or equivalent, some college preferred; or equivalent in years of experience.
Minimum of 3 years customer service/order entry experience.
Hands-on operational experience using SAP or comparable ERP system is a strong plus.
EDI experience a plus.
Proficient in Microsoft Office products.
Experience in an industrial manufacturing or distribution environment is a strong plus.
Experience with inventory a plus.
Skills
Excellent written and verbal communication skills.
Detail oriented with strong decision making and problem solving skills.
Demonstrated ability to handle a variety of assignments simultaneously.
Ability to work under deadline pressure.
Excellent follow up.
Ability and confidence to communicate at all levels, internally and externally in a professional manner by phone, email and face to face contact.
Conflict resolution and negotiation skills.
Customer focus.
Personal Attributes
Flexible work attitude; ability to learn new things quickly.
Sense of urgency mindset with an assertive “let’s get it done” attitude.
Holds self to high ethical standards and is capable of maintaining confidentiality.
Enjoys multitasking.
Professional demeanor.
Energetic, dynamic, and friendly personality.
Strong interpersonal skills and ability to work well with teams.
Interested in achievement of broad objectives through teamwork and collaboration.
Results oriented, self-motivated, and has the ability to meet all deadlines.
Physical Demands and Work Environment
Continuous keyboard and screen usage for several hours a day.
Position requires periodic walking, stooping, bending, reaching, and ability to push, pull, and grasp required.
Capable of standing or sitting for several hours a day.
Regular, reliable and predictable onsite attendance necessary.
Company Values
Knowledge:
Improvement is GREAT. Change is GREAT. Wanting to be better is GREAT.
Innovate; take initiative and be curious. Learn from mistakes.
Continue to develop our skills; challenge ourselves and others to achieve possibilities.
Teamwork:
First and foremost, we are a team. Our competition is outside these walls.
We are all role models and lead by good example.
Our cooperation and communication is characterized by kindness, openness, honesty, and valuing each other’s contributions.
Loyalty:
Demonstrate reliability, responsibility, and ownership – not just through words, but through actions.
Keep commitments; say what you will do, and do what you say.
Trust each other and continue to earn that trust every day.
Passion:
Strive to achieve consistently superior quality, service, performance, productivity, efficiency, and effectiveness.
Take pride in our product, our company, and our people.
Embrace sustainable initiatives and give back to the community.
The base hourly rate for this position is: $22 - $25. Please note that the specific compensation for this role will be determined based on experience, qualifications, location, and internal equity considerations.
We have other benefits associated with this position which include: Medical, dental, and vision insurance, company funded Health Reimbursement Arrangement Plan (HRA), generous paid time off, 401K, etc. For more detailed information on our complete benefit package, see https://www.knipex-tools.com/company/careers.
Related keywords
SAPERPEDIMicrosoft OfficeIndustrial ManufacturingDistributionInventory ControlOrder ProcessingCustomer Relationship ManagementPost-Sales SupportQuality SystemBuffalo Grove, IL
Professional Pliers Made in Germany | See How Far Your Hands Will Take You™
Industry
Manufacturing
Company size
51-200 employees
Founded
2004
Headquarters
Buffalo Grove, IL
LinkedIn followers
12,749
KNIPEX Tools LP (KTLP) was established in 2004 as the North American subsidiary of KNIPEX-Werk, a fourth-generation private family company based in Wuppertal, Germany. Now the largest subsidiary of the KNIPEX-Werk organization, the KTLP headquarters is in the Chicago suburb of Buffalo Grove, IL and houses not only the distribution center for all North America but the marketing, sales, accounting, human resources, customer service, supply chain, and operations teams. With over 1,500 styles & sizes of hand tools, KNIPEX leads the market in innovation, quality, and performance.
KNIPEX Tools has been recognized as one of the 2026 Best & Brightest Companies to Work For® in the Nation, as well as the Best & Brightest Companies to Work For® in Chicago. The organization is also Certified™ by Great Place To Work® for the last two consecutive years. The prestigious award is based entirely on what current employees say about their experience working at KNIPEX Tools. In 2025, 93% of employees say it’s a great place to work – 36% higher than the average U.S. company.
Learn more about us by visiting our website (knipex-tools.com/company/careers), connecting with us on one of our social media channels (below), or checking out our open positions!
Instagram: www.instagram.com/knipex_northamerica
YouTube: www.youtube.com/@KnipexToolsUSA
Facebook: www.facebook.com/knipex.us
Offices: 1500 Busch Parkway, Buffalo Grove, IL 60089, US
Hand ToolsWater Pump PliersWire StrippersDiagonal Cutting PliersLong Nose PliersInsulated ToolsProfessional Hand ToolsAutomotive ToolsPliersProfessional Tradesmen
Professional Pliers Made in Germany | See How Far Your Hands Will Take You™
Industry
Manufacturing
Company size
51-200 employees
Founded
2004
Headquarters
Buffalo Grove, IL
LinkedIn followers
12,749
KNIPEX Tools LP (KTLP) was established in 2004 as the North American subsidiary of KNIPEX-Werk, a fourth-generation private family company based in Wuppertal, Germany. Now the largest subsidiary of the KNIPEX-Werk organization, the KTLP headquarters is in the Chicago suburb of Buffalo Grove, IL and houses not only the distribution center for all North America but the marketing, sales, accounting, human resources, customer service, supply chain, and operations teams. With over 1,500 styles & sizes of hand tools, KNIPEX leads the market in innovation, quality, and performance.
KNIPEX Tools has been recognized as one of the 2026 Best & Brightest Companies to Work For® in the Nation, as well as the Best & Brightest Companies to Work For® in Chicago. The organization is also Certified™ by Great Place To Work® for the last two consecutive years. The prestigious award is based entirely on what current employees say about their experience working at KNIPEX Tools. In 2025, 93% of employees say it’s a great place to work – 36% higher than the average U.S. company.
Learn more about us by visiting our website (knipex-tools.com/company/careers), connecting with us on one of our social media channels (below), or checking out our open positions!
Instagram: www.instagram.com/knipex_northamerica
YouTube: www.youtube.com/@KnipexToolsUSA
Facebook: www.facebook.com/knipex.us
Offices: 1500 Busch Parkway, Buffalo Grove, IL 60089, US
Hand ToolsWater Pump PliersWire StrippersDiagonal Cutting PliersLong Nose PliersInsulated ToolsProfessional Hand ToolsAutomotive ToolsPliersProfessional Tradesmen
