Customer Service Representative

Job Description

Job Description

Job Title: Customer Service Representative

Location: Schaumburg, IL (On-site)

Employment Type: Full-Time

Department: Customer Service / Commercial Operations

Reports To: Customer Service / Operations Manager

Position Summary

The Customer Service Representative serves as the primary point of contact for customer orders, inquiries, returns, complaints, and related operational coordination. The role supports accurate and timely order processing, customer communication, pricing validation, issue resolution, and cross-functional execution to meet customer commitments and internal service requirements.

Key Responsibilities

Order Management and Customer Support

• Receive, review, and process customer purchase orders accurately and promptly.

• Enter sales orders into the applicable ERP and CRM systems within established turnaround expectations.

• Verify customer, product, quantity, pricing, ship-to, freight, and other order requirements before processing.

• Issue timely order acknowledgments and communicate order status, delivery schedules, delays, or changes.

• Coordinate with Sales, Planning, Operations, Logistics, Warehouse, and Finance to support order fulfillment.

• Maintain complete and accurate customer and order records.

Planning and Execution Coordination

• Forward applicable slit-and-sell purchase orders to the planning team and maintain the shared tracking file.

• Monitor planning completion and follow up on open activities that may affect order execution.

• Escalate planning or processing delays that may affect customer commitments.

• Use shared trackers as the single source of truth and maintain current status updates.

Returns, Claims, and Complaint Management

• Receive and document customer return requests and quality-related complaints.

• Coordinate with Quality, Sales, Warehouse, Operations, and Finance through investigation, return receipt, credit, and closure.

• Track open complaints and returns and provide timely status updates.

Reporting, Documentation, and Controls

• Ensure data entered in ERP, CRM, and shared files is accurate, complete, and current.

• Follow established controls, approval requirements, standard operating procedures, and service timelines.

• Identify recurring process gaps and escalate them for corrective action.

Qualifications

Education and Experience

• Bachelor's degree in Business, Supply Chain, Operations, Customer Service, or a related field preferred; or 5 years of experience in customer service, sales support, order management, or supply chain.

• Experience in manufacturing, packaging, films, converting, labels, or industrial products is an advantage.

Skills and Competencies

• Strong written and verbal customer communication skills.

• Working knowledge of ERP and CRM systems such as SAP, Salesforce, or comparable platforms.

• Strong Excel, tracking, and reporting skills.

• High attention to detail, accuracy, and documentation quality.

• Ability to organize multiple priorities and follow through on open items.

• Strong problem-solving, coordination, and escalation skills.

• Customer-focused approach with urgency, accountability, and professional judgment.

Key Performance Indicators (KPIs)

• Order entry accuracy and processing timeliness.

• Purchase order acknowledgment turnaround.

• Customer response time and open-item follow-up.

• Pricing accuracy and compliance with approved pricing.

• Complaint and RMA processing and closure cycle time.

• Accuracy and completeness of ERP, CRM, and tracker records.

• Adherence to service timelines, controls, and escalation requirements.