Customer Service Representative

Profile Products LLC•Buffalo Grove, IL

5h•Onsite

About The Position

The focus of the Customer Service Representative position is to provide best-in-class service to our customers, analytics and satisfy their needs while balancing the goals and objectives set forth by our organization. This isn’t a call center role. The Customer Service Representative is responsible for processing orders, making modifications, and escalating complaints and customer inquiries across several communication channels. You are a key point of contact for our external customers and internal sales team as well as providing key customer information to other functions within the group.

Requirements

Knowledge of customer service principles
Strong organizational skills
Exceptional time management and comprehension skills
Excellent verbal and written communication abilities
The ability to remain calm in a fast paced, high-volume environment
Solid computer skills / report and customer documentation
Experience with a CRM asset
OSSD
At least 3 years’ experience in customer service
Ability to read, write, and speak English.

Nice To Haves

J.D. Edwards experience preferred or MRP knowledge
Post Secondary Education preferred - business or operations related
Customer Service experience in a manufacturing/industrial setting considered an asset

Responsibilities

Maintaining a positive, empathetic, and professional attitude toward customers always.
Responding promptly to customer inquiries with updated information regarding deliveries or changes in an efficient and professional manner.
Communicating with customers through various channels advising of both positive and unfortunate news.
Plan and proactively maintain customers who have order cadence patterns
Acknowledge track and resolve customer complaints.
Open accounts for new customers by securing all relevant information.
Knowing our products inside and out so that you can assist with customer inquiries.
Accurately process orders, credits, RMA’s invoices and all other related processes.
Keeping records of customer interactions, transactions, comments, and complaints.
Escalate complex customer issues to other department members and/or manager for assistance as needed.
Providing feedback on the efficiency of the customer service process
Ensure customer satisfaction and provide professional customer support.
Other duties as assigned