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Customer Service - Order Management Specialist 

Primarily responsible for answering calls, analyzing, and responding to customer inquiries, managing the order process from the acceptance of an order through invoicing, and handling complaints and returns. This position will have contact on a regular basis with external customers and work collaboratively with Sales and Marketing, Shipping, Laboratory, Planning, and the Accounting departments.


Elk Grove Village, IL


Full Time
(Non-Union Role)

What You’ll Do

  • Receives and accurately enters domestic orders in accordance with standard procedure.

  • Confirms and verifies order information, including pricing, product description and item numbers, freight terms, payment and credit terms, shipping method and notes, and proper warehouse routing.

  • Resolves customer order discrepancies via email and phone clearly outlining the action required by the customer, requesting a revised Purchase Order with the updated changes, and following up daily until resolved.

  • Coordinate with the credit department to resolve orders in credit review.

  • Documents all appropriate emails in CRM system.

  • Answers phone calls, documenting all customer calls in the CRM system.

  • Respond to customer inquiries for product availability and delivery, product technical information, samples, literature, MSDS and product characteristics.

  • Must maintain a high level of professionalism and present the organization in the best light possible.

  • Listen, document, and resolve customer complaints. Must have proactive approach to problem solving and be able and willing to apologize and correct mistakes.

  • Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution. Issues case and documents information in CARS system as appropriate.

  • Processes domestic return goods requests and issues RMA or credit per proper procedure, excluding eCommerce.

  • Investigate and processes short payments/debits according to procedure and issue credits and rebills when appropriate.

  • Scan, file, and organize documents. Attach shipping lists and Bills of Lading to orders in ERP system.

  • Contributes to team effort by providing backup support and performing related activities as needed.

Job Benefits

  • Insurance

    • Health Coverage​

    • Company paid life insurance

    • Company paid AD&D

    • Company paid short term disability

    • Voluntary Dental

    • Vision

    • Pet Insurance

  • Earnings Growth

    • Competitive Salary​

    • Annual Increases

    • Direct Deposit

    • Scholarship opportunities for college enrolled children of employees

  • Recognition & Engagement​

    • Holiday Events

    • Team-building events

  • Holidays & PTO

    • Vacation Time​

    • Holiday Pay

    • Personal Days

    • Paid maternity leave

    • Bereavement leave

  • Retirement Planning​

    • 401(k) match​

  • Training & Development

    • Safety Training

    • Leadership Training

    • Continued education opportunities​​

  • Wellness

    • Employer-paid employee assistance program

    • Healthy meals (COOKED)
      (Employer-paid discount)​​

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