Customer Solutions Representative

World’s Finest Chocolate • Chicago, IL

1d • Hybrid

About The Position

We’re seeking a seasoned Customer Solutions Representative who excels at solving complex customer challenges and driving meaningful business outcomes. This is a strategic, high-impact role, not entry-level. You will step in with authority, take ownership of customer issues, and deliver results. In this role, you will manage the end-to-end customer lifecycle, from pre-sales support and order management to billing, collections, and issue resolution. Apply critical thinking skills via phone and email to provide target solutions and collaborate cross-functionally to implement seamless solutions. Exceptional communication, relationship management, and problem-solving skills are essential, as you will represent our products and services while ensuring a superior customer experience. We’re looking for a collaborative, proactive, confident professional who can drive customer satisfaction and operational excellence across the organization.

Requirements

• Minimum 2-4 years of experience in customer service, account management, order processing, collections, or related roles.
• Experience learning and applying complex products, systems, or processes to resolve customer issues and deliver solutions.
• Strong communication skills, with the ability to explain complex information clearly and concisely.
• Exceptional relationship-building skills and a focus on driving positive outcomes across both customer interactions and internal team collaboration.
• Bachelor’s degree in business or related field

Nice To Haves

• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Experience with SAP, Salesforce, or other CRM systems preferred.
• Comfortable navigating multiple applications and screens to research, track, and resolve customer issues efficiently.
• Strong ability to leverage technology to enhance the customer experience and streamline internal processes.

Responsibilities

• Analyze and resolve complex issues using judgment within established guidelines and collaborate across teams to deliver effective solutions.
• Manage customer inquiries at a fast pace, using thoughtful, unscripted responses that balance high productivity with quality outcomes.
• Serve as a trusted point of contact for internal and external stakeholders, delivering precise, professional, and timely communication.
• Partner strategically with Production, Logistics, Quality, and Accounting to resolve complex customer and operational inquiries, ensuring smooth processes across teams.
• Lead resolution of high-impact customer requests across all channels (phone & email), including order processing, inventory management, product recommendations, and lead-time challenges.
• Proactively communicate critical updates, delays, or changes to drive customer satisfaction.
• Manage assigned aspects of the order lifecycle, from order entry and tracking to confirmations, coordination with Logistics and Production for on-time delivery.
• Manage exceptions and escalations, including returns, credit adjustments, and custom labeling, ensuring issues are resolved efficiently and accurately.
• Maintain deep subject-matter expertise in products, catalogs, sales teams, promotional programs, and internal systems to provide authoritative guidance and support business decisions.
• Identify ways to improve processes, collaborate with leadership, and help drive smooth operations that create outstanding experiences for our customers.
• Maintain accurate and detailed records of customer interactions, solutions, and follow-ups in CRM or other tracking systems.
• Responsibilities may evolve to support the needs of the business

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Wellness Program
• 401k Matching
• HSA/FSA
• LifeLock Identity Theft Protection
• STD/LTD
• Life Insurance
• Tuition Reimbursement
• Annual Bonus: 5% of base salary, based on company and/or individual performance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees