Customer Service Representative at EBSCO Industries Inc. in Waukegan, Illinois

Job Description:

JOB DESCRIPTION

Job Title: Customer Service Representative

Reports To: Quality & Order Entry Manager

FLSA Status: Non-Exempt

Job Grade:

GENERAL PURPOSE:

Provides service to customers including product and service information, and by resolving product and service problems. This position interacts constantly with Luxor customers, industry end-users, and other internal departments to understand and clarify a customer's request or complaint, determine the cause, select and explain the best solution to complete the request or resolve the complaint, and follow up to ensure resolution. Understands issues daily and works to resolve root causes to promote better customer experiences.

ESSENTIAL DUTIES AND Responsibilities:

• Positively manage and respond to customer service phone calls and emails


• Quickly provide information to customers about products and services


• Work within company computer programs, including ERP and CRM


• Process replacements, return authorizations, freight claims, and carrier requests


• Accurately calculate appropriate freight quotes based on options available


• Work closely with Sales and Quality departments


• Consistently maintain customer portals


• Promptly forward customer referrals to Sales team

OTHER DUTIES AND RESPONSIBILITIES:

• Develop vast knowledge of products and parts


• Understand customer specific requirements


• Other tasks and requirements that may occur in the general course of business

SKILLS AND ABILITIES REQUIRED:

• Customer focused


• Strong written and verbal communication skills


• Intermediate typing and general computer skills


• Ability to adjust to changing business conditions and learn new processes


• Ability to troubleshoot and solve issues with limited information using basic processes and judgement


• Positive, can-do, solutions-oriented attitude

EDUCATION AND EXPERIENCE REQUIRED:

• High School Diploma


• Two years customer service experience preferred

Computer equipment and level of software requirements:

• 
  Intermediate experience with Microsoft Outlook preferred


• Previous experience with ERP systems and/or Salesforce preferred


• Beginner level of Excel, Word, and PowerPoint

Specific Knowledge, licenses, certifications REQUIRED:

• None

SUPERVISORY RESPONSIBILITIES:

• None

TRAINING REQUIREMENTS:

• None

PHYSICAL DEMANDS:

• None

PHYSICAL PROTECTIVE EQUIPMENT:

• None

WORK ENVIRONMENT:

• Usual office working conditions

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other

job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the essential levels of knowledge, skills, or abilities.

EBSCO Industries, Inc.is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. EBSCO strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

EBSCO complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.