Customer Service Representative - Hybrid

Customer Service Representative

Sure Werx is a leading manufacturer of innovative safety, tool and equipment products and solutions. Since 1957, we've been trusted to keep all who use our products safe in even the most challenging environments. Today, our growing family of world‑leading brands serves customers and partners across the U.S., Canada and Europe.

At Sure Werx, you'll have the opportunity to challenge yourself in a supportive, growth‑oriented culture of industry leaders. You’ll help chart our future as we continue to expand into new products, services and markets. And we’ll invest in your career development, enabling you to grow and succeed. Sure Werx continues to grow and as a result, we are looking for a Customer Service Representative.

This position will report to the Director of Customer Experience. The Customer Service Representative will play a key role in maintaining day‑to‑day sales order input activities and providing support to the outside sales team.

This position is based in our Elgin office in the Chicagoland vicinity and is a full‑time hybrid position with 2 remote days and 3 in‑office days. Applicants must live within a reasonable commute distance to the Elgin, Illinois office.

• Process all sales orders by fax, email, and telephone, including confirmation of order details such as price, product availability, and quantity.
• Monitor and manage orders to ensure they reach the fulfillment stage in a timely fashion.
• Review and manage shipment discrepancies via report directly with the end customer.
• Maintain constant communication between critical cross‑functional teams such as Field Sales, Warehouse, Inventory Management, and Supply Chain.
• Collaborate with team members on the shared team email inbox.
• Assist customers with relaying accurate and helpful product details, specs, applications, and availability.
• Work with other team members to ensure a seamless customer experience.
• Facilitate requests for new ship‑to locations and other account master maintenance requests.
• Communicate and document any changes to customer policies and procedures in documents and the CRM system.
• Resolve and execute all credits, debits, invoicing, shipment challenges, and pricing errors and discrepancies.
• Build rapport and strengthen communication links with various internal and external parties.
• Provide documentation to customers as required (invoice, POD, BOL, Customs, C of
  
  A).
• Recommend changes, improvements, and enhancements to processes and procedures to improve departmental efficiencies, work with cross‑functional teams to ensure feasibility, and monitor changes to achieve desired results.
• Actively contribute to team meetings for reporting and seeking ways to improve efficiency.
• Support the department as required during absences or increased workload periods.
• Periodically answer, work through, and resolve incoming phone calls from customers in a friendly and professional manner on a daily basis (average of ~25 phone calls daily).
• Resolve customer challenges via email and/or phone calls, regarding their inquiries, concerns, and complaints in a timely and satisfactory manner.
• Think outside the box and deliver solutions when problems arise.
• Other duties as assigned to support the team’s success.

• Minimum of 2 years of B2B experience as an order processor and/or customer service representative.
• General knowledge of distribution best practices.
• Familiar with and possessing a general understanding of customer hierarchy; sold‑to, bill‑to, ship‑to, etc.
• Excellent computer skills, particularly in order processing with computers and database systems.
• Strong attention to detail with a history of being highly detailed‑oriented and error‑free.
• Effective time‑management skills to efficiently handle a high volume of purchase orders requiring entry in a fast‑paced environment.
• Strong multitasking abilities, allowing effective handling of multiple tasks simultaneously.
• Possesses a great sense of humor, contributing to a positive and enjoyable work atmosphere.
• Displays a positive attitude and exhibits excellent written and verbal communication skills in English.
• People‑oriented mindset, capable of…