Customer Service Representative I
The Customer Service Representative I is 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 the Sales and Marketing, Shipping, Laboratory, Planning, Logistics and Accounting departments.
LOCATION
Elk Grove Village, IL
(Hybrid)
EMPLOYMENT TYPE
Hourly
(Non-Union Role)
What You’ll Do
Order Entry:​
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Receives and accurately enters domestic and export orders in accordance with standard procedures
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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
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Manage and process eCommerce, Conexiom, EDI orders
Order Management:
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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 as required, and following up regularly until resolved
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Manages order, credit, RMA and refusals processes
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Coordinate with the credit department to resolve orders in credit review
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Resolves Conexiom alerts, performing basic maintenance corrections in Conexiom
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Provides backup support to Export Order/Inks Management Specialists by accurately entering export and inks orders and responding to export and inks inquiries.
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Coordinate with the planning department on material availability for export and inks orders as necessary.
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May prepare export order report as needed.
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Coordinate with Shipping and Logistics departments when providing freight quotes.
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Generate required export documentation for export shipments, in compliance with customs requirements.
Customer Management:
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Performs customer account maintenance including address and contact updates as well as new customer setup
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Updates system with EDI cross reference information
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Respond to customer inquiries about product availability and delivery, product technical
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information, samples, literature, MSDS and product characteristics
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Listen, document, and resolve customer complaints. Must have a proactive approach to problem solving and be able and willing to apologize and correct mistakes. Ability to think outside of the box
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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
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Investigate and processes short payments/debits according to procedure and issue credits and rebills when appropriate
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Documents all appropriate customer emails in CRM system
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Answers phone calls, documenting all customer calls in the CRM system
Qualifications and Requirements:
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Minimum of 2-years related contact center/call center experience in customer service, logistics, or another related field required. Experience with domestic business correspondence required.
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Experience in a manufacturing company preferred.
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Proficiency in Microsoft Office Suite software
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D365 ERP and PowerBI experience highly desirable
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Intermediate computer skills required
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Routine math literacy at professional level.
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Must be able to add, subtract, multiply and divide using units of U.S. currency, volume, weight, and distance measurements.
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Pay Range:
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$24-$26 / hour
Job Benefits
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Insurance
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Health Coverage​
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Company paid life insurance
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Company paid AD&D
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Voluntary Dental
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Vision
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Earnings Growth
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Competitive Salary​
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Annual Increases
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Direct Deposit
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Scholarship opportunities for college enrolled children of employees
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