Senior Customer Service Representative Job Rockford area,Illinois USA,Customer Service/HelpDesk

As a Senior Customer Service Representative, you will play a pivotal role in ensuring our customers receive the best experience possible. You will handle complex inquiries, resolve issues, and build lasting relationships with our clients. You will also support our customer service team, provide mentorship, and contribute to process improvements to enhance efficiency.

What will you do day-to-day?

Technical manufacturing & quoting

Manage and resolve complex customer inquiries and issues via phone, email, and chat.

Process and oversee customer orders, ensuring accuracy and efficiency.

Provide expert product knowledge and support to customers.

Lead and mentor junior customer service representatives, providing guidance and training.

Develop and implement customer service policies and procedures to enhance customer satisfaction.

Collaborate with other departments to address customer needs and improve service delivery.

Maintain detailed records of customer interactions and transactions.

Analyze customer feedback and identify areas for improvement.

Assist in the development of customer service strategies and initiatives.

Who are you?

Must have manufacturing experience!

High school diploma or equivalent; associate or bachelor's degree preferred.

Minimum of 5 years of experience in customer service, with at least 2 years of experience in the manufacturing industry.

Excellent verbal and written communication skills.

Strong problem-solving and decision-making abilities.

Proficiency in Microsoft Office and customer service software.

Demonstrated leadership and team management skills.

Strong organizational skills and the ability to multitask.

Ability to work independently and collaboratively in a fast-paced environment.

If this opportunity aligns with your career goals, please send resumes to Kristie Man or email at

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