Customer Service Representative, Sr

Senior Customer Service Representative (Sr.) – Vernon Hills, IL

This role delivers exceptional support to internal and external customers via phone or in-person interactions. The focus is on resolving inquiries, processing orders, ensuring timely deliveries, and upholding the company’s mission, policies, and procedures.

• Support the Customer Service Manager with reports, meeting information, and training program development.
• Professionally manage incoming calls and promptly address customer inquiries, orders, and concerns via phone or email.
• Mentor Customer Service Representatives and provide performance feedback.
• Maintain clear, proactive communication with customers, providing accurate technical or product‑related information.
• Process and route customer orders/changes accurately using SAP.
• Investigate and resolve customer complaints and billing issues, escalating to the manager when necessary.
• Support CH200QP
  PM quality objectives and drive related improvement initiatives.
• Collaborate with cross‑functional teams to ensure reliable customer information and timely order processing/shipping.
• Partner with Sales to implement pricing updates in SAP.
• Act as a liaison with other departments, sharing updates and supporting outside sales representatives.
• Stay informed about products, services, and industry trends.
• Embrace change, seek continuous improvement, and work independently with minimal supervision.
• Complete special projects and other duties as assigned.

• Minimum education:
  
  High school diploma or equivalent; college experience preferred.
• 5–7 years of proven success as a Customer Service Representative, with 5+ years in B2B customer service.
• Background in manufacturing or customer service within a manufacturing environment is highly desirable.
• Strong track record of effectively managing customer orders, resolving issues, and addressing complaints at all levels.
• Proactive, hands‑on approach to consistently surpassing client expectations.
• Proficient in Microsoft Office Suite / Excel, with strong organizational skills to prioritize and manage workflows effectively.
• Proficient with working in an ERP system (SAP preferred).

• Superior verbal and written communication skills, fostering strong relationships with diverse individuals at all levels.
• Adaptable and enthusiastic, adept at handling shifting priorities while remaining composed under pressure.
• Capable of working independently or collaboratively, with clear comprehension of written and verbal instructions.
• Skilled in diverse clerical tasks, basic accounting procedures, and efficient, accurate data entry.

• Ability to sit for extended periods.
• Occasional work on the manufacturing floor to monitor and update customer orders.

Equal Opportunity Employer, including disability / veterans. Bosch is a proud supporter of STEM initiatives.