Customer Service Representative

Role Overview

The Customer Service Representative will work closely with cross-functional groups to resolve customer questions, gain customer insight of IMI Norgren products, and create a positive experience with our customers.

Machesney Park, IL – Hybrid:
Mon & Fri WFH;
Tue–Thu In Office.

• Ensure customer satisfaction through prompt assistance by answering incoming customer calls and emails, providing accurate information regarding orders, price quotations, delivery, expedites and all other inquiries.
• Acquire detailed knowledge and business acumen of the products and processes.
• Handle any situation with diplomacy, compassion, and courteousness.
• Take initiative to seek answers and raise concerns, work quickly, effectively and professionally, even under stress.
• Provide high‑quality communication and professionalism to customers and other stakeholders while demonstrating tenacity and proactivity to meet customer expectations.
• Record details of customer contacts and actions taken.
• Assist with new customer account set up process, account changes, generate and distribute open status reports for key accounts, and new part number set up process.
• Review and process customer orders with accuracy, including receipt, entry, and change of orders.
• Issue return authorizations, provide status on returns, issue credits, and close the return by following the return procedure and authority limits.
• Maintain accurate departmental records pertaining to customer orders, inquiries, pricing, and all communications.
• Research, initiate, and follow the policy for approving or denying customer credit requests.
• Work as a team to meet department‑identified Key Performance Indicator targets.
• Participate in or lead process‑improvement projects.
• Perform ad hoc duties as assigned.

• Bachelor’s degree from a four‑year college or university (2-3 years of work experience will be considered) OR high school diploma with 3-4 years of customer‑facing experience.
• Proficient with MS Office Suite (Word, Excel, PowerPoint & Outlook).
• Ability to handle customer interaction through various communication channels.
• Ability to communicate professionally via phone and email.
• Exceptional follow‑through and ability to prioritize.

$26–$29 per hour. Individual pay is determined based on skills, experience, and qualifications relative to the job requirements.

IMI prioritizes an inclusive culture of health, providing a range of benefits and wellness programs.

• Multiple health plans to choose from: HMO, PPO, and High Deductible Health Plans.
• Best‑in‑class 401(k) plan with zero vesting and up to 6% contribution matching.
• 14‑week maternity leave at full pay (adoption benefits are equivalent).
• 4‑week paternity leave at full pay (adoption benefits are equivalent).
• Employee Resource Groups, including Pride Network and Women’s groups.
• PTO, inclusive holidays.
• Career development opportunities (IMI’s “Catalyst” Program).
• Employer contribution for Health Savings Account and various free virtual telemedicine and teletherapy services.
• Mental health and wellness programs.
• Voluntary benefits: critical illness, hospital indemnity, legal, identity theft, pet, and home & auto insurance through discount platforms.
• Short‑ and long‑term disability and basic life insurance at two times your basic salary at no cost.
• Free financial advisory services, webinars, and classes through Charles Schwab.
• Annual Employee Stock Purchase Plan with reduced employee‑only share price.

The physical demands described in the Key Duties & Responsibilities section are required to perform the essential functions of this position. Reasonable accommodations may be made for individuals with disabilities.

All employees are expected to follow HSE operating procedures and to challenge unsafe behavior.

IMI requires the highest standard of ethics in all business dealings, in accordance with the IMI Way and the Code of Responsible Business.

IMI may amend this job description in whole or part at any time.

By submitting your application, you consent to the processing of your personal data in line with IMI’s policies. For information on how IMI processes candidate data, see the Candidate Privacy Notice at

IMI is an equal‑opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.