Customer Service Representative
Job Details
Melrose Park - Corporate HQ - Melrose Park, IL
Full Time
4 Year Degree
Customer Service
Customer Service Representative

This role is responsible is for processing orders, tracking/tracing shipments, resolving customer issues, and supporting the Sales Department in serving our customers.


  • Resolve customer calls and emails in a timely manner
  • Receive, process, and respond to inquiries regarding pricing, order status and changes, product availabilities and product information
  • Process all incoming requests for shipment information from both internal and external
  • Act as a liaison between our Logistics Department and our customers regarding order status, tracking shipments, and identifying late shipments
  • Facilitate the resolution of quality, service, or billing issues by performing activities such as issuing Order Complement, issuing RGA’s, or other remedies as deemed appropriate by management
  • Confer with other internal departments to resolve customer issues or complaints
  • Check to ensure that appropriate changes were made to resolve customers' issues or requests, ensuring complete follow through every time
  • Facilitate order complement process, completing the required paperwork and following through on the entire transaction to resolution
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
  • Complete regularly scheduled or ad hoc reports using SAP and MS Excel
  • Other duties as needed
  • Bachelor’s Degree from a reputable University in Business Administration, Communications, Marketing, or Fine Arts
  • Solid understanding of what it takes to provide good customer service
  • Ability to follow through on complex/technical projects requiring extensive research
  • Excellent phone presence and professional communication skills; proven ability to remain composed when faced with difficult issues and tight deadlines
  • Advanced MS Office skills