Customer Service Representative

Wabtec•Buffalo Grove, IL

12d•$20 - $22•Onsite

About The Position

Wabtec Corporation is a leading global provider of equipment, systems, digital solutions, and value-added services for freight and transit rail as well as the mining, marine, and industrial markets. The Customer Service Representative I provides frontline support by responding to customer inquiries related to products, pricing, and lead times. They manage the full order process—including accepting, verifying, entering, and confirming orders—while proactively communicating scheduling updates to customers. The role may also involve processing warranties, returns, and related reimbursements. Working under the supervision of the Pricing and Customer Service Manager, a CSR I performs a broad range of duties with minimal day‑to‑day instruction. Successful performance requires strong knowledge of Vapor Bus policies and procedures, familiarity with Vapor Bus products, Oracle system navigation, and awareness of interdepartmental responsibilities and contacts. The CSR I is expected to understand product markets and component structures, including navigating bills of material to address customer needs effectively.

Requirements

Associate’s degree or equivalent
Minimum of 2+ years progressive customer service experience

Nice To Haves

Strong knowledge of Vapor Bus policies and procedures
Familiarity with Vapor Bus products
Oracle system navigation
Awareness of interdepartmental responsibilities and contacts
Understand product markets and component structures
Navigating bills of material

Responsibilities

Receive, process and verify the accuracy of orders (PO’s) from customers, through various channels including email, EDI, and customer portals, upon order validation utilizing VBI’s Oracle system towards booking, scheduling and acknowledging.
Knowledgeable and able to process Commercial, International and Transit & Bus/Relay orders with ability to recognize Inco Terms and order impact.
Initiate required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communication changes to the appropriate personnel/departments.
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem and most appropriate solution; following up to ensure resolution.
Ensure and provide gold standard quality service to both internal and external customers.
Adhere to all safety protocols, housekeeping of assigned areas, and continuous training assigned by manager and Wabtec.