Customer Service Representative

Customer Service Representative

Radiac Abrasives, part of the global Tyrolit Group, is a leading manufacturer of engineered grinding and finishing solutions for the metalworking industry. With more than a century of innovation, Radiac partners with manufacturers to improve productivity, precision, and process performance. We are seeking a Customer Service Representative to join our team at our Oswego, Illinois location. This position pays $23.00$28.00 per hour, based on qualifications and experience. Following the initial training period, this role offers flexibility to work remotely up to 50 days per year, with the remainder of the time working on-site in Oswego. Radiac offers a comprehensive benefits package, including medical, dental, and vision insurance; disability insurance; company-paid life insurance; a 401(k) with company match; and paid vacation; and voluntary supplemental insurance options, along with opportunities to grow your career within a global organization.

Basic Function

The Customer Service Representative (CSR) provides exceptional service and support to internal and external customers while serving as the primary point of contact for assigned accounts. The CSR builds positive customer relationships by responding to inquiries, processing orders, resolving issues, and communicating customer requirements to engineering, production, technical, and sales teams. Success in this role requires a customer-focused mindset, strong communication and problem-solving skills, attention to detail, adaptability, and the ability to prioritize multiple responsibilities. Through collaboration and a commitment to learning the Company's products and applications, the CSR contributes to customer satisfaction, operational excellence, revenue growth, and profitability.

Essential Functions

Customer Support

• Provide professional and timely support to customers via phone, email, and online communication channels.
• Respond to inquiries regarding products, pricing, availability, lead times, order status, and technical documentation.
• Resolve customer concerns, complaints, and service issues while ensuring customer satisfaction.
• Build and maintain strong relationships with customers, distributors, and key accounts.

Order Management

• Enter, process, and manage customer orders accurately within the ERP system.
• Review orders for pricing, specifications, delivery requirements, and credit status.
• Coordinate order changes, cancellations, and special requests.
• Monitor orders from entry through shipment and delivery.

Production & Logistics Coordination

• Work closely with production planning, manufacturing, and warehouse teams to ensure on-time order fulfillment.
• Communicate product availability, backorders, and schedule changes to customers.
• Coordinate expedited shipments when required.
• Assist with freight issues, shipment tracking, and delivery discrepancies.

Sales Support

• Support outside sales representatives and territory managers with customer requests and account management activities.
• Prepare and distribute quotations, order acknowledgments, and customer reports.
• Maintain customer records and account information within company systems.

Documentation & Compliance

• Maintain accurate customer files, contracts, pricing agreements, and shipping documentation.
• Process returns, credits, and warranty claims following company procedures.
• Ensure compliance with company policies, quality standards, and customer requirements.
• Assist in maintaining product certifications, SDS sheets, and technical documentation as needed.

Required Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• 2+ years of customer service, sales support, or order management experience in a manufacturing or industrial environment preferred.
• Proficiency in Microsoft Office Suite, particularly Excel, Outlook, and Word.
• Experience using ERP systems such as SAP, Oracle, Epicor, Microsoft Dynamics, or similar platforms.
• Strong verbal and written communication skills.
• Excellent attention to detail and organizational abilities.
• Ability to manage multiple priorities in a fast-paced manufacturing environment

Preferred Qualifications

• Experience in abrasives, industrial manufacturing, metalworking, tooling, or related industries.
• Knowledge of bonded, coated, non-woven, diamond, or superabrasive products.
• Understanding of manufacturing processes, production scheduling, and supply chain operations.
• Experience supporting distributors, industrial customers, or OEM accounts.

Work Environment & Physical Requirements:

• Primarily office-based within a manufacturing facility.
• Frequent interaction with production, warehouse, logistics, and sales personnel.
• May require occasional visits to the production floor, requiring adherence to safety regulations and use of appropriate personal protective equipment (PPE).
• Prolonged periods of sitting while performing job duties.
• Frequent use of a computer, keyboard, mouse, and telephone headset.
• Frequent verbal communication and hearing to effectively communicate with customers, coworkers, and vendors by telephone and in person.
• Ability to read and interpret information on a computer screen and in written documents.
• Frequent use of hands and fingers to type and operate standard office equipment.
• Occasional standing, walking, bending, reaching, and carrying office materials.
• Ability to lift and move up to 15 pounds occasionally.