Customer Service Representative
About The Position
Radiac Abrasives, part of the global Tyrolit Group, is a leading manufacturer of engineered grinding and finishing solutions for the metalworking industry. With more than a century of innovation, Radiac partners with manufacturers to improve productivity, precision, and process performance. We are seeking a Customer Service Representative to join our team at our Oswego, Illinois location. This position pays $23.00–$28.00 per hour, based on qualifications and experience. Following the initial training period, this role offers flexibility to work remotely up to 50 days per year, with the remainder of the time working on-site in Oswego.
Requirements
- High school diploma or equivalent required
- Proficiency in Microsoft Office Suite, particularly Excel, Outlook, and Word.
- Experience using ERP systems such as SAP, Oracle, Epicor, Microsoft Dynamics, or similar platforms.
- Strong verbal and written communication skills.
- Excellent attention to detail and organizational abilities.
- Ability to manage multiple priorities in a fast-paced manufacturing environment
Nice To Haves
- Associate's or Bachelor's degree preferred.
- 2+ years of customer service, sales support, or order management experience in a manufacturing or industrial environment preferred.
- Experience in abrasives, industrial manufacturing, metalworking, tooling, or related industries.
- Knowledge of bonded, coated, non-woven, diamond, or superabrasive products.
- Understanding of manufacturing processes, production scheduling, and supply chain operations.
- Experience supporting distributors, industrial customers, or OEM accounts.
Responsibilities
- Provide professional and timely support to customers via phone, email, and online communication channels.
- Respond to inquiries regarding products, pricing, availability, lead times, order status, and technical documentation.
- Resolve customer concerns, complaints, and service issues while ensuring customer satisfaction.
- Build and maintain strong relationships with customers, distributors, and key accounts.
- Enter, process, and manage customer orders accurately within the ERP system.
- Review orders for pricing, specifications, delivery requirements, and credit status.
- Coordinate order changes, cancellations, and special requests.
- Monitor orders from entry through shipment and delivery.
- Work closely with production planning, manufacturing, and warehouse teams to ensure on-time order fulfillment.
- Communicate product availability, backorders, and schedule changes to customers.
- Coordinate expedited shipments when required.
- Assist with freight issues, shipment tracking, and delivery discrepancies.
- Support outside sales representatives and territory managers with customer requests and account management activities.
- Prepare and distribute quotations, order acknowledgments, and customer reports.
- Maintain customer records and account information within company systems.
- Maintain accurate customer files, contracts, pricing agreements, and shipping documentation.
- Process returns, credits, and warranty claims following company procedures.
- Ensure compliance with company policies, quality standards, and customer requirements.
- Assist in maintaining product certifications, SDS sheets, and technical documentation as needed.
Benefits
- medical, dental, and vision insurance
- disability insurance
- company-paid life insurance
- a 401(k) with company match
- paid vacation
- voluntary supplemental insurance options
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
