Customer Support Representative

Customer Support Representative

Reports To: Customer Support Manager

Location: Hillside, IL

Our client is seeking a highly organized and customer‑focused Customer Service Representative to join their team. This role will be crucial in providing exceptional support to their outside sales representatives and direct customers within the wastewater and oil and gas tank accessories business. The successful candidate will be responsible for quoting spare parts, entering sales orders into our ERP system, and providing comprehensive customer service for the company’s products and services, including shipping inquiries.

Responsibilities

Customer and Sales Support

• Serve as the primary point of contact for outside sales representatives and direct customers for all inquiries related to spare parts, orders, shipping, and general product/service information.
• Provide timely and accurate responses to customer questions via phone and email.
• Collaborate closely with outside sales representatives to ensure seamless customer experiences and support their sales efforts.

Quoting and Order Management

• Generate accurate and competitive quotes for spare parts, utilizing product knowledge and pricing guidelines.
• Enter sales orders into the ERP system with precision and efficiency, ensuring all details are correct.
• Process order changes, cancellations, and returns as needed.

Shipping and Logistics

• Coordinate with the shipping department to track orders and provide customers with accurate shipping updates and estimated delivery times.
• Address and resolve shipping discrepancies or issues in a timely manner.

Problem Resolution

• Investigate and resolve customer issues and complaints regarding products, services, or orders, escalating complex issues to the appropriate department when necessary.
• Maintain a positive and professional demeanor while resolving customer challenges.

Documentation and Data Management

• Maintain accurate customer records, interactions, and order details within the CRM and ERP systems.
• Assist in generating reports related to customer service activities, sales orders, and spare parts.

Product and Service Knowledge

• Develop and maintain a strong understanding of the company’s products and services, particularly those relevant to oil and gas tank accessories and wastewater.
• Stay informed about common spare parts and their applications.

Requirements Education

• High school diploma or equivalent;
  Associate’s or Bachelor’s degree preferred.

Experience

• 3+ years of experience in a customer service role, preferably within an industrial, manufacturing, or technical environment. Experience supporting a sales team is a plus.

Technical Aptitude

• Ability to understand basic technical product information and identify spare parts.
• Familiarity with ERP systems for order entry and management.

Customer Service Skills

• Excellent verbal and written communication skills with a clear and professional phone etiquette.
• Strong problem‑solving abilities and attention to detail.
• Ability to manage multiple tasks and prioritize in a fast‑paced environment.
• Patience and empathy when dealing with customer inquiries and issues.

Organizational Skills

• Strong organizational and time management skills.
• Proficient in using Microsoft Office Suite (Word, Excel, Outlook).

#J-18808-Ljbffr