Customer Support Rep II

Carus Group•Peru, IL

About The Position

Do you like working with people in a fast-paced environment? Do you like solving problems? If so, then come join a passionate Customer Support team. THE OPPORTUNITY Reporting to the Sr Director of Distribution / Inside Sales, the Customer Support Lead will: Lead a team of three customer support representatives, maintain proactive relationships with key customers and internal stakeholders on a regular basis, and serve as an expert in handling complete customer service challenges for Carus. Ensure order management is accurate from receipt through delivery, coordinating with manufacturing, supply chain/planning, logistics and sales to resolve constraints or delays. Responsible for providing support to customers by answering inquiries, processing customer orders, resolving issues, and ensuring overall satisfaction with the company’s products and services in assigned Territory Own day-to-day customer service operations. Maintains customer records, pricing, and documentation – maintains compliance with company policies, quality standards and customer requirements. Workflow: acts as a first point of escalation for complex customer issues that are accurate and timely managed. Attract top talent and foster collaboration in a high performing professional organization and culture. Provide guidance, coaching, direction, and training necessary to assist in the businesses’ future growth and alignment to strategic plan. Implements continuous improvements in organization, procedures, processes, equipment, and facilities to improve reliability, quality, efficiency, spending and regulatory compliance. THE QUALIFICATIONS The right candidate will be a team player with excellent interpersonal and customer service skills. Your credentials ideally include: Bachelor’s degree 4-5 years of customer support experience and team management experience Previous work experience within manufacturing, chemical, process and logistic environment. THE COMPANY Carus is a highly respected, family-owned company with deep roots in Illinois’ Starved Rock Country. We develop and manufacture products that clean the air, water and soil, and we are always exploring new opportunities and initiatives to expand our reach. For over 100 years, Carus has been the employer of choice in the greater LaSalle-Peru area. Through several local outreach initiatives, we actively support our local community and STEM education. It’s an exciting time to join the Carus team. The LaSalle manufacturing facility has an exciting new project that will enhance our capabilities. The Belmont location has just expanded to include a dedicated on-site logistics group. The Peru business headquarters recently completed a full office renovation. We have a new strategy to accelerate growth and are executing at a high level. We are rooted in history but focused on the future! THE PERKS Employees enjoy incredible work life balance and exceptional benefits. Flexible hours and work-from-home Fridays. Generous PTO and 11 paid holidays. Medical, dental, vision and 401(k) plans as well as company-paid basic life insurance. Tuition reimbursement program for employees and their dependents. Employee engagement, company-sponsored volunteer opportunities and STEM education initiatives. Want to learn more about Carus? Visit www.carusllc.com [http://www.carusllc.com] or check us out on Facebook @carusllc. Carus is an Equal Opportunity Employer M/F/D/V/AAP/LGBTQ

Requirements

Bachelor’s degree
4-5 years of customer support experience and team management experience
Previous work experience within manufacturing, chemical, process and logistic environment.

Responsibilities

Lead a team of three customer support representatives, maintain proactive relationships with key customers and internal stakeholders on a regular basis, and serve as an expert in handling complete customer service challenges for Carus.
Ensure order management is accurate from receipt through delivery, coordinating with manufacturing, supply chain/planning, logistics and sales to resolve constraints or delays.
Responsible for providing support to customers by answering inquiries, processing customer orders, resolving issues, and ensuring overall satisfaction with the company’s products and services in assigned Territory
Own day-to-day customer service operations.
Maintains customer records, pricing, and documentation – maintains compliance with company policies, quality standards and customer requirements.
Workflow: acts as a first point of escalation for complex customer issues that are accurate and timely managed.
Attract top talent and foster collaboration in a high performing professional organization and culture.
Provide guidance, coaching, direction, and training necessary to assist in the businesses’ future growth and alignment to strategic plan.
Implements continuous improvements in organization, procedures, processes, equipment, and facilities to improve reliability, quality, efficiency, spending and regulatory compliance.

Benefits

Flexible hours and work-from-home Fridays.
Generous PTO and 11 paid holidays.
Medical, dental, vision and 401(k) plans as well as company-paid basic life insurance.
Tuition reimbursement program for employees and their dependents.
Employee engagement, company-sponsored volunteer opportunities and STEM education initiatives.

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