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.

University Park, IL – Hybrid:
Mon & Fri WFH;
Tues‑Thurs In Office.

• Ensure customer satisfaction through prompt assistance by answering incoming 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, working quickly, effectively and professionally, even under stress.
• Provide high‑quality communication and professionalism to customers and stakeholders while demonstrating tenacity and proactivity to meet expectations.
• Record details of customer contacts and actions taken.
• Assist in new customer account set‑up, change in account process, generation and distribution of open status reports for key accounts, and new part number set‑up process.
• Review and enter customer orders accurately, including receiving, reviewing, entering, and changing orders.
• Issue return authorizations, provide status on returns, issue credits, and close returns following procedure and authority limits.
• Maintain accurate departmental records of customer orders, inquiries, pricing, and communications.
• Research, initiate, and follow policy for approving or denying customer credit requests.
• Work as a team to meet department‑identified KPI targets.
• Participate or lead process‑improvement projects.
• Execute 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 degree and 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.
• Professional phone and e‑mail communication skills.
• Strong follow‑through and prioritization ability.

Pay range: $26‑$29/hr, based on skills, experience, and qualifications.

• Multiple health plans (HMO, PPO, High Deductible) with low‑cost shares.
• Best‑in‑class 401(k) plan with zero vesting and up to 6% contribution match.
• 14‑week maternity leave at full pay (adoption benefits equivalent).
• 4‑week paternity leave at full pay (adoption benefits equivalent).
• Employee Resource Groups and community support (e.g., Pride Network, Women’s Network).
• Paid time off, inclusive holidays.
• Career development opportunities through IMI’s 'Catalyst' program.
• Employer contribution to Health Savings Account; free virtual telemedicine and teletherapy.
• Mental health and wellness programs.
• Voluntary benefits: critical‑illness, hospital indemnity, legal insurance, identity‑theft protection, pet insurance, and discounts on home & auto insurance.
• Short‑ and long‑term disability and basic life insurance at 2× basic salary, no cost to employee.
• Free financial advisors, webinars, and classes via Charles Schwab.
• Annual Employee Stock Purchase Plan with preferential pricing.

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