Customer Support Rep.

Federal Signal Corporation • University Park, IL

390d

About The Position

The Customer Support Representative at Federal Signal is responsible for providing comprehensive customer service and support throughout the sales life cycle of the company's products and services. This role involves daily interaction with customers and sales personnel, ensuring accurate order processing, resolving customer disputes, and maintaining a high level of customer satisfaction.

Requirements

• High School Diploma or GED.
• 1-3 years' customer service experience within a business-to-business environment.
• Previous manufacturing experience highly preferred.
• Experience with enterprise resource planning (ERP) business process management software such as JD Edwards or SAP is highly preferred.
• Knowledge of eCommerce and online chat is highly preferred.
• Strong customer service orientation with proven ability to maximize customer satisfaction and acquisition.
• Consistently capable of presenting oneself with professionalism, composure, courtesy, and integrity.
• Confident in adversarial situations, possessing strong dispute management and resolution skills.
• Excellent verbal and written communication skills.
• Astute listening skills.
• Capable of critically reviewing and analyzing situations and developing effective plans of action.
• Proficient in Microsoft Excel, Word, and Outlook applications.
• Attentive to detail.

Responsibilities

• Interface daily with customers, 3rd party sales representatives, and Federal Signal Sales personnel via telephone, email, chat, and electronic data interface (EDI).
• Maintain order entry function by receiving orders, checking model numbers and other data for accuracy, and entering orders in the operating system and/or eCommerce platform.
• Research and confirm original order and factory set information, purchase orders, return merchandise authorizations, and any other pertinent data needed to resolve customer disputes.
• Consult with customers regarding product warranties and the correct product mix based on customer needs and product/service applications.
• Expedite past due orders and long lead times to satisfy customer needs.
• Utilize CRM to record communications from both internal and external customers.
• Review return material authorizations for accuracy and secure necessary approvals.
• Continually acquire and build knowledge on products, services, and manufacturing systems to assist customers in selecting product lines.
• Perform additional duties and special projects as assigned.

Benefits

• Annual bonus potential
• Insurance (life, medical, dental, vision)
• Paid holidays
• Paid vacation
• 401(k) with matching contributions
• Tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Electrical Equipment, Appliance, and Component Manufacturing
• Education Level: High school or GED