Customer Service Representative, Sr.

Bosch Group•Vernon Hills, IL

5d•$27 - $35

About The Position

The Customer Service Representative, Sr delivers exceptional support to internal and external customers via phone or in-person interactions. This role focuses on resolving inquiries, processing orders, ensuring timely deliveries, and upholding the company’s mission, policies, and procedures.

Requirements

Minimum education-High school diploma or equivalent, college experience preferred
5-7 years of proven success as a Customer Service Representative, with 5+ years of experience in business-to-business customer service.
Background in manufacturing or customer service within a manufacturing environment is highly desirable.
Strong track record of effectively managing customer orders, resolving issues, and addressing complaints across all levels.
Proactive, hands-on approach to consistently surpassing client expectations.
Proficient in Microsoft Office Suite / Excel, with strong organizational skills to prioritize and manage workflows effectively.
Proficient with working in an ERP system (SAP preferred)
Superior verbal and written communication skills, fostering strong relationships with diverse individuals at all levels.
Adaptable and enthusiastic, adept at handling shifting priorities while remaining composed under pressure.
Capable of working independently or collaboratively, with clear comprehension of written and verbal instructions.
Skilled in diverse clerical tasks, basic accounting procedures, and efficient, accurate data entry.
Ability to sit for extended periods.
Occasional work on the manufacturing floor to monitor and update customer orders.

Responsibilities

Support the Customer Service Manager with reports, meeting information, and development of training programs, policies, and initiatives.
Professionally manage incoming calls and promptly address customer inquiries, orders, and concerns via phone or email.
Mentor Customer Service Representatives, providing performance feedback.
Maintain clear, proactive communication with customers, providing accurate technical or product-related information.
Process and route customer orders/changes accurately using SAP.
Investigate and resolve customer complaints and billing issues, escalating to the manager when necessary.
Support CH200QPPM quality objectives and drive related improvement initiatives.
Collaborate with cross-functional teams to ensure reliable customer information and timely order processing/shipping.
Partner with Sales to implement pricing updates in SAP.
Act as a liaison with other departments, sharing updates and supporting outside sales representatives.
Stay informed about products, services, and industry trends.
Embrace change, seek continuous improvement, and work independently with minimal supervision.
Complete special projects and other duties as assigned.