B2B Customer Service Specialist (ERP/CRM)

ASC Engineered Solutions; Romeoville (IL); On-site; USD 28,000 - 47,000; Full time

Job summary

ASC Engineered Solutions is seeking a Customer Service Representative to support our national team in Romeoville, IL. The CSR will partner with outside sales, handle inquiries via phone, email, and chat, and drive first-contact resolution while maintaining high customer satisfaction.

You will manage product questions, technical issues, and account details in our ERP/CRM environment, while contributing to process improvements and KPI monitoring.

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 a 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 and elevate complex issues when necessary.
• 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

Conflict resolution

Problem solving

Customer focus

Calm under pressure

Adaptability

Education

Bachelor's degree or equivalent

Tools

ERP

CRM

Job description

ASC Engineered Solutions is seeking a Customer Service Representative to support our national team in Romeoville, IL. The CSR will partner with outside sales, handle inquiries via phone, email, and chat, and drive first-contact resolution while maintaining high customer satisfaction.

You will manage product questions, technical issues, and account details in our ERP/CRM environment, while contributing to process improvements and KPI monitoring.