Customer Service Representative ll

Job ID 2023-3027
Category
Customer Service
Job Locations
US-IL-Chicago
Workplace Arrangement
Hybrid

Overview

Under general supervision of the Customer Service Leadership, the Customer Service Representative II provides complete customer service to Sales/Manufacturing Representatives, Distribution Centers, Resellers, National & Global Accounts, and Consumers / End users.

Responsibilities

  • Interacts with all our customers up to and including: sales representatives, distribution centers, resellers, and consumers, to handle a variety of pre-sales or post-sales service functions including taking, editing and expediting orders.
  • Checks order / Service repair status and product availability.
  • Creates / process return authorizations, and / or service returns.
  • Processes requests for Invoice adjustments.
  • Fields entry level product related inquiries.
  • Maintains direct contact with customers before and/or after order fulfillment.
  • Supports sales team by developing and maintaining positive customer relations, with clients/customers, which can substantially affect service and/or product revenue(s).
  • Works with various departments to meet Sales / Service goals.
  • Works with end-users, resellers and/or distributors to receive accurate account of equipment failures and provides reports to management.
  • Responds to customer inquiries (Return to Manufacturer Approval, status, delivery, etc.) post-sale to resolves scheduling, shipping, and invoicing issues.
  • Expedites customer requests and is point person for other supports functions.
  • Coordinates with other departments regarding order status, shipping dates, prices, product availability and back orders.
  • Other duties as assigned

Qualifications

  • Minimum 2 years of college or 4 years of customer service experience working on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.
  • Has substantial understanding of the job, and applies knowledge and skills to complete a wide range of tasks.
  • Ability to work independently, receiving little instruction on daily work, but receiving general instructions on newly introduced assignments.
  • Technical knowledge of Company products or the aptitude to learn.
  • Understands basic application of all Company products.
  • Excellent verbal and written communication skills.
  • Good computer skills, preferably in a Windows environment.
  • Good problem solving skills.
  • Excellent math skills.
  • Enjoys working in a team environment

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