Customer Relations Specialist

RapidAir Products • Schaumburg, IL

6d • Onsite

About The Position

The Customer Relations Specialist serves as a key point of contact for customers and internal stakeholders, managing day-to-day order processing, account maintenance, and customer communications. This role is responsible for delivering an exceptional customer experience through proactive order management, timely issue resolution, and ownership of EDI transaction management. The Specialist operates with a high degree of autonomy and technical proficiency, contributing to continuous improvement of customer service processes and procedures.

Requirements

• Excellent communication and interpersonal skills, including active listening.
• Solid knowledge of customer service processes and procedures.
• Service-oriented, professional, and skilled at resolving customer issues with patience and attentiveness.
• Strong multitasking, organizational, and time management skills with close attention to detail.
• Proficient computer skills with the ability to learn and navigate ERP/database and ordering systems.
• Analytical and problem-solving mindset.
• Ability to work independently and manage competing priorities with minimal supervision.
• Superior product knowledge or demonstrated ability to develop it quickly.
• Aptitude for EDI systems and customer portal management.
• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 3+ years of customer relations experience required.

Nice To Haves

• Industrial market experience preferred.

Responsibilities

• Serves as the primary point of contact for customers via telephone, email, EDI portals, and in-person interactions, providing support and information on products and services.
• Receives and processes requests from customers and distributors for price quotes, purchase orders, order adjustments, and order cancellations.
• Assumes ownership of EDI transaction management, including qualifying and onboarding new customers, and monitoring and troubleshooting EDI systems and related customer portals.
• Utilizes the ERP/business system to retrieve and communicate accurate pricing, inventory status, delivery expectations, and all pertinent order information to customers.
• Collects and enters orders; arranges shipping and scheduling for all products and services.
• Maintains up-to-date customer accounts and records of interactions, inquiries, orders, complaints, and comments within the business system.
• Monitors active orders and takes appropriate action to meet customer expectations and resolve issues or concerns in a timely manner.
• Handles escalated customer issues professionally, identifying root causes and implementing effective resolutions.
• Builds and maintains strong, professional relationships with customers to ensure consistent and high-quality service.
• Identifies opportunities for process improvement related to customer service procedures and makes recommendations to the Customer Relations Manager; documents approved changes as Standard Operating Procedures (SOPs).
• Demonstrates strong product knowledge to support customer inquiries and coordinates effectively with internal team members as needed.
• Ensures customers are satisfied with products and services, following up proactively when needed.
• Balances workload effectively to maintain department efficiency and service quality.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level