Customer Service Representative

Customer Service Representative

Reports To: Customer Service Manager

Location: Dupo, IL — 100% on-site, in-office position (not eligible for remote or hybrid work)

Schedule: Day shift, 8:00 AM – 4:30 PM, Monday through Friday

Job Purpose: Serve as a professional, knowledgeable first point of contact for PRI customers — answering questions about our equipment, parts, and services; identifying and processing parts orders; providing first-level technical support; and coordinating shipments and on-site field service in support of the Customer Service Manager.

Compensation: $20.00 – $25.00 per hour, based on experience

Job Definition: The Customer Service Representative is the voice of PRI for the customers who own and operate our equipment — including solvent recycling, parts and container washing, filling and dispensing, and plastic recycling systems for printing, paint, coatings, and manufacturing customers, as well as biowaste treatment systems such as effluent decontamination systems, tissue digesters, and autoclaves for laboratory and research customers. Working from our Dupo office, the representative responds to customer inquiries by phone and email, identifies the correct repair and replacement parts, prepares quotes, and enters sales orders in the company ERP system. The representative provides first-level technical assistance — walking customers through common system alarms and basic troubleshooting — and routes more complex issues to the Customer Service Manager, Engineering, Field Service, or Production. The role works closely with the Service Coordinator to schedule on-site field service, with Shipping to arrange delivery of parts and equipment, and with Accounting and Inventory to keep orders moving. All customer interactions, orders, and service requests are documented accurately in the ERP so that any team member can pick up where the last left off.

Benefits & Perks

• Health insurance through United Healthcare, effective the first of the month after a 30-day waiting period. PRI reimburses the balance of the deductible above the employee's portion ($750 per person / $1,500 per family maximum).
• Dental insurance and vision insurance available.
• 401(k) retirement plan with company match — 100% of the first 3% you contribute plus 50% of the next 2%, for a 4% maximum match. Safe Harbor plan administered through Lincoln Financial, with all matching contributions immediately vested. An on-site financial advisor is available roughly four times a year.
• Company-paid life insurance equal to one times your annual pay, with voluntary supplemental coverage available for you and your family.
• Voluntary short-term and long-term disability insurance.
• Flexible spending account (FSA) administered through Paylocity — set aside pre-tax dollars up to the annual IRS maximum for eligible medical and dependent care expenses.
• Paid vacation and paid personal days, plus seven paid holidays per year.
• Tuition reimbursement up to $5,250 per calendar year for job-related training and education.
• Employee Assistance Program (EAP) offering confidential support for you and your household.
• Employee referral program — $500 for each eligible candidate you refer who is hired.
• Free on-site parking.

Requirements

Skills/Qualifications:

• Positive, professional, customer-first attitude.
• Excellent verbal and written communication skills, including a professional phone presence.
• Strong organizational skills and attention to detail; accuracy in order entry and documentation.
• Ability to multi-task and prioritize in a fast-paced office environment.
• Pleasant, patient, and friendly with customers, including under pressure.
• Problem-solving mindset and willingness to take ownership of an issue until it is resolved.
• Strong work ethic, reliability, and team-player mentality.

Knowledge of:

• Microsoft Office (Word, Excel, Outlook); comfortable learning new software.
• Order entry, quoting, and parts ordering (ERP experience is a plus).
• Basic shipping practices — parcel vs. LTL freight, bills of lading, packing lists, and tracking.
• Basic mechanical aptitude; familiarity with industrial process equipment (pumps, valves, heaters, controls) or laboratory equipment is a plus.
• Reading part numbers, parts lists, and basic equipment drawings (training provided).

Ability to:

• Communicate clearly and professionally, both verbally and in writing.
• Handle complaints and unhappy customers calmly and professionally.
• Learn PRI systems and components well enough to identify parts and walk customers through common alarms.
• Manage multiple open orders and service requests and follow up until they are closed.
• Work a flexible schedule and occasional overtime when needed.

Scope of Interface

• Extensive daily contact with customers and distributors
• Customer Service Manager and Service Coordinator
• Field Service
• Engineering
• Sales
• Production
• Purchasing
• Accounting
• Inventory
• Shipping & Receiving

Physical Requirements

• This is a 100% on-site, in-office position at our Dupo, IL facility.
• Extended periods seated at a desk working on the phone and computer.
• Occasional time on the shop floor to learn equipment, identify parts, and assist Shipping (safety glasses and closed-toe shoes required in the plant).
• Occasional lifting or moving of parts up to 25 pounds.

Education and Training:

Education: High school diploma or equivalent required. Associate degree or technical training is a plus.

Experience: 1 to 3 years of experience in customer service, inside sales, or order entry preferred. Experience in a technical, industrial, manufacturing, or parts environment is a plus. Experience with multiline phone systems and an ERP system is helpful.

Training: PRI provides on-the-job training on our equipment, parts, alarms, and systems.

Job Posting Summary

Job Type: Full-time

Pay: $20.00 – $25.00 per hour, based on experience

Work Location: In person, 100% on-site — 700 Industrial Drive, Dupo, IL 62239