Customer Service Representative

Company Description

Chicago Coding Systems (CCS) has delivered quality service, products, and solutions for over 60 years across a wide range of industries and applications. The company provides turnkey marking, coding, and labeling systems, supported by advanced technology and dependable performance. CCS is known for its white-glove, 24/7 service, reflecting a strong commitment to customer satisfaction and long-term partnerships. The team works to connect people, ideas, and technology, creating practical solutions that help customers operate efficiently and effectively.

Role Description

Customer Service

● Serve as the first point of contact by phone, email, and in person; route calls and inquiries to the appropriate sales engineer or technician.

● Respond to customer requests for information on labeling systems, replacement parts, consumables (labels, ribbons, inks), and order status.

● Follow up on outstanding service quotes for label applicators, print-and-apply systems, and coding equipment.

● Schedule service calls, preventive maintenance visits, and system installations by coordinating with customers and field service technicians.

● Build and maintain strong relationships with customers, ensuring they receive responsive, knowledgeable support.

Order Management

● Enter and process customer orders accurately and on time, including equipment orders, spare parts, and consumable supplies.

● Track orders and components from purchase order through production build and shipment, coordinating with engineering and production teams.

● Keep customers and internal staff updated on project status, delivery timelines, and any schedule changes.

● Maintain accurate customer records, account information, and order history in company systems.

● Coordinate with vendors on purchased components and track incoming shipments.

Billing & Accounts Receivable

● Generate and process customer invoices for equipment, service, parts, and consumables.

● Process vendor invoices and coordinate with accounting on payables.

● Enter daily bank deposits and transfers; reconcile payments received.

● Make collections calls on past-due accounts with professionalism and persistence.

● Run monthly reports to verify billing accuracy and account status; resolve discrepancies promptly.

Administrative Support

● Provide administrative backup to the President including calendar management, correspondence, and covering customer inquiries during travel.

● Assist with preparation of quotes and proposals as needed.

● Support general office operations and help maintain an organized, efficient work environment.

Qualifications

• Strong customer service and customer support skills, with the ability to manage inquiries and resolve issues effectively.
• Experience focused on customer satisfaction and customer experience, with a commitment to building positive, long-term relationships.
• Background in roles similar to Customer Service Representatives, including handling calls, emails, and service requests in a professional environment.
• Clear verbal and written communication skills, active listening, and the ability to explain technical or product information in simple terms.
• Attention to detail, strong organizational skills, and proficiency with CRM systems or customer service software.
• Ability to work on-site in St Charles, IL, collaborate with cross-functional teams, and adapt to changing priorities.
• Previous experience in industrial products, manufacturing, or technology solutions is a plus.
• High school diploma or equivalent required; additional education or training in customer service or related fields is beneficial.