Customer Service Representative, Associate

Customer Service Representative, Associate

Lawson Products is seeking a motivated Customer Service Representative to deliver excellent support to our sales reps, customers, and internal teams. The role is based in our Chicago, IL headquarters and requires in‑office presence on Tuesday, Wednesday, and Thursday, with remote work on Monday and Friday. Office hours are 10:30 a.m. – 7:00 p.m. Monday through Friday. We offer a competitive benefits package that includes vision, dental, medical, retirement, paid holidays, and PTO.

• Respond to a minimum of 40 inbound calls per day.
• Maintain strong performance against key performance indicators.
• Input and modify customer orders in the SAP system.
• Provide status updates on orders, quotes, returns, product audits, credits, and invoice rebill requests.
• Track order shipments and provide proof of delivery upon request.
• Provide basic account balance information for invoices due for payment; may process customer credit card payments.
• Process document requests.
• Process credit and debit memo requests within department policy.
• Answer common product questions as the first line of response.
• Resolve transactional discrepancies and customer complaints.
• Perform other duties as assigned.

• High School Diploma or GED.
• Minimum 1 year of experience in an inbound call center (preferred).
• Effective verbal and written communication skills.
• Basic computer skills and ability to navigate internal and external company websites.
• Proficiency with Microsoft Office (Outlook, Word, Excel).
Basic knowledge of maintenance, repair, and operational (MRO) products is preferred.
• Experience with SAP is a plus.
• Entry‑level problem solving skills.
• Prior manufacturing/distribution and sales experience is a plus.
• Ability to maintain customer focus and multi‑task in a fast‑paced environment.

Hourly rate: $21.50.

Lawson Products is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.