Customer Service Representative

Job Description

Job Description

Arlington Heights, IL

Compensation: $60,000 - $70,000 annual salary DOE

Position Summary

The Customer Service Representative serves as a customer advocate, supporting order management, customer communication, production coordination, and issue resolution in a fast-paced environment. This Arlington Heights, IL-based role requires strong follow-through, professionalism, and collaboration with internal partners to ensure customer needs are met accurately and on time.

Reporting to the Customer Service Manager, this role serves as a customer advocate who demonstrates strong follow-through and productivity in a fast-paced environment.

Key Responsibilities

• Respond to customer questions and concerns regarding order status and related issues.
• Maintain accurate physical and electronic customer files.
• Accept and process customer orders.
• Coordinate with production to schedule orders and support on-time delivery.
• Quote pricing, enter new customer projects, and document corrective actions.
• Prepare sample orders for sales staff and customers.
• Partner with account managers to resolve customer situations, communicate updates, and support new customer projects.
• Manage complex customer issues by analyzing root causes, coordinating with internal partners, and communicating status, needs, and desired outcomes.
• Research current or potential accounts receivable issues for assigned customers and coordinate resolution with A/R and account managers.

Qualifications

• High school diploma or GED required, 4-year college degree preferred.
• Four years of demonstrated experience delivering exceptional customer service in a fast-paced office, order management, or customer support environment preferred; multi-line phone system experience a plus.
• Strong written and verbal communication skills required.
• Bilingual English/Spanish written and verbal skills preferred.
• Proficiency with Microsoft Office tools, including Excel, Word, and Outlook, required.