Customer Service Representative

ASC Engineered Solutions•Romeoville, IL

19h•Onsite

About The Position

The Customer Service Representative (CSR), in coordination with the outside sales team, serves as the primary point of contact for customers. This role involves addressing inquiries, resolving issues, and providing outstanding support to ensure customer satisfaction and uphold ASC’s reputation for excellence.

Requirements

Bachelor's degree or equivalent work experience in a B2B Customer Service role.
Excellent communication skills (verbal and written) with ability to handle conflict resolution.
Strong problem-solving abilities with a customer-focused mindset.
Ability to remain calm and composed under pressure.
Proficiency working in a ERP.
Flexibility to work in a fast-paced environment and adapt to changing priorities.

Nice To Haves

CRM experience is a plus.

Responsibilities

Respond promptly and professionally to customer inquiries via phone, email, and live chat with a drive toward first-contact resolution.
Assist customers with product and service-related questions, technical issues, and account management.
Resolve customer complaints and concerns with patience, empathy, and efficiency.
Process RMA’s, credits, and debits in the company portal/CRM.
Collaborate cross-functionally to address customer needs and escalate complex issues when necessary.
Process RFQ’s from customers and outside sales with great accuracy, efficiency, and timeliness in the company’s ERP platform.
Identify opportunities for process improvements to enhance the overall customer experience.
Stay up to date on product/service offerings policies, and procedures.
Accurately document customer interactions and transactions in ASC’s CRM system.
Build credibility and trust with assigned customer base while influencing buying decisions and customer-focused solutions.
Monitor KPI’s in the PowerBi Dashboards to ensure best-in-class service.
Other duties as assigned