B2B CSR: Client Support & Issue Solver

Reliable Sprinkler Co.; Romeoville (IL); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Reliable Sprinkler Co. in Romeoville, IL is seeking a Customer Service Representative (CSR) to serve as the primary contact for customers, coordinating with outside sales to address inquiries, resolve issues, and ensure exceptional support.

Based in our West Team, the CSR will handle inquiries via phone, email, and live chat, manage accounts, and process RMAs, credits, and debits in the company portal/CRM, while monitoring KPIs in Power BI dashboards to uphold service excellence.

Qualifications

• Bachelor's degree or equivalent work experience in a B2B Customer Service role.
• Excellent communication skills (verbal and written) with ability to handle conflict resolution.
• Strong problem-solving abilities with a customer-focused mindset.
• Ability to remain calm and composed under pressure.
• Proficiency working in an ERP; CRM experience is a plus.
• Flexibility to work in a fast-paced environment and adapt to changing priorities.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and live chat with a drive toward first-contact resolution.
• Assist customers with product and service-related questions, technical issues, and account management.
• Resolve customer complaints and concerns with patience, empathy, and efficiency. Process RMA’s, credits, and debits in the company portal/CRM.
• Collaborate cross-functionally to address customer needs.
• Process RFQ’s from customers and outside sales with great accuracy, efficiency, and timeliness in the company’s ERP platform
• Identify opportunities for process improvements to enhance the overall customer experience.
• Stay up to date on product/service offerings policies, and procedures.
• Accurately document customer interactions and transactions in ASC’s CRM system.
• Build credibility and trust with assigned customer base while influencing buying decisions and customer-focused solutions.
• Monitor KPI’s in the PowerBi Dashboards to ensure best-in-class service.
• Other duties as assigned

Skills

Communication skills

Problem solving

Conflict resolution

Calm under pressure

Adaptability

Customer service mindset

Education

Bachelor's degree or equivalent work experience in a B2B Customer Service role

Tools

ERP

CRM

Job description

Reliable Sprinkler Co. in Romeoville, IL is seeking a Customer Service Representative (CSR) to serve as the primary contact for customers, coordinating with outside sales to address inquiries, resolve issues, and ensure exceptional support.

Based in our West Team, the CSR will handle inquiries via phone, email, and live chat, manage accounts, and process RMAs, credits, and debits in the company portal/CRM, while monitoring KPIs in Power BI dashboards to uphold service excellence.