Customer Service Rep II at Performance Health in Warrenville, Illinois

Job Description:

Performance Health is seeking Customer Service Rep II to join our team. As part of the Customer Experience Team, you will be expected to deliver a high level of professional customer service in terms of inbound call, online and email handling, sales order management and after sales support, while sustaining and developing effective customer relationships. In your role, you will be committed to providing a quality customer experience while taking every opportunity to increase the company's revenue through increased sales.

To perform this job successfully, an individual must be able to perform each essential job duties satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties & Responsibilities

• Professionally and efficiently handle all frontline customer service transactions and requirements; customer inquiries, incoming calls, emails, customer onboarding, sales admin and contract management (e.g. quoting, sample management & cross referencing)


• Manage customer order transactions from all inbound sources, e.g. email, fax, portal, digital and associated administrative functions; quote to sales order entry, shipping documentation, customer returns, credits, customer facing reports, online chat and order resolution (e.g. management of back orders discontinued lines and orders on hold)


• Create and update customer account and contact records and process customer correspondence and communications


• Ensure customer needs and expectations are met while delivering the required business service performance in line with agreed targets, company values and leadership competencies


• Develop and deliver strong Customer Relationship Management (CRM) with customers and seek to understand their requirements in order to offer solutions to create commercial growth opportunities for the business


• Effectively navigate internal and external IT systems and adheres to processes to ensure agreed standards and competencies of the role are met


• Promote our brands and focus channels at every opportunity, communicating related products and promotions to maximize order value and influence customer buying decisions


• Work closely and collaboratively with internal customers to ensure acceptable solutions are delivered that meet or exceed customer expectations and service levels are met


• Performs other duties as assigned

Job Qualifications

• High school diploma or equivalent


• 2-3 years of work experience in a contact center or customer facing environment


• Previous experience using ERP & CRM systems to process Customer Order to Cash transactions


• Proficient with Microsoft Office applications e.g. Word and Excel


• Efficient and accurate data input & processing of core customer transactions e.g. sales orders, returns, new account setup


• Able to proficiently use the internet & email applications, including management of multiple email inboxes


• Communicates effectively with customers at all levels through active listening and questioning

Performance Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, and any other characteristic protected by law.