Position Summary

The Customer Service Representative serves as a customer advocate, supporting order management, customer communication, production coordination, and issue resolution in a fast-paced environment. This Arlington Heights, IL-based role requires strong follow-through, professionalism, and collaboration with internal partners to ensure customer needs are met accurately and on time.

Reporting to the Customer Service Manager, this role serves as a customer advocate who demonstrates strong follow-through and productivity in a fast-paced environment.

Key Responsibilities

Respond to customer questions and concerns regarding order status and related issues.
Maintain accurate physical and electronic customer files.
Accept and process customer orders.
Coordinate with production to schedule orders and support on-time delivery.
Quote pricing, enter new customer projects, and document corrective actions.
Prepare sample orders for sales staff and customers.
Partner with account managers to resolve customer situations, communicate updates, and support new customer projects.
Manage complex customer issues by analyzing root causes, coordinating with internal partners, and communicating status, needs, and desired outcomes.
Research current or potential accounts receivable issues for assigned customers and coordinate resolution with A/R and account managers.

Qualifications

High school diploma or GED required, 4-year college degree preferred.
Four years of demonstrated experience delivering exceptional customer service in a fast-paced office, order management, or customer support environment preferred; multi-line phone system experience a plus.
Strong written and verbal communication skills required.
Bilingual English/Spanish written and verbal skills preferred.
Proficiency with Microsoft Office tools, including Excel, Word, and Outlook, required.

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