Customer Care Specialist Level 2

DeKalb Health; Sullivan (IL); On-site; USD 40,000 - 43,000; Full time

Job summary

Agri-Fab is seeking a full-time Office Customer Care Associate in Sullivan, IL. The role requires handling calls, returns, parts orders, and coordinating delivery issue resolutions, with a strong focus on accuracy and customer service. The position emphasizes teamwork, training, and adherence to standard procedures.

Benefit-rich environment with health coverage, PTO, and additional programs, reflecting Agri-Fab's long-standing community presence.

Qualifications

• Measuring and mathematical skills: add/subtract/multiply/divide and verify parts.
• Language skills: clear written and spoken communication.
• Basic reasoning: follow instructions, interpret materials.
• Leadership: willing to participate in training and demonstrate professionalism.
• Computer/Software: proficiency with Office, MTMS, and related tools.

Responsibilities

• Answer all incoming calls and respond to mail/cases promptly.
• Issue Return Authorizations for product returns.
• Enter parts orders and oversee daily system entries.
• Support delivery issue resolution with the delivery case manager.
• Assist in training customer care representatives and manage reports.

Skills

Measuring skills

Language skills

Basic reasoning

Leadership abilities

Computer/Software knowledge

Tools

Excel/Office

MTMS

Cisco/WebEx

Job description

• Location 809 S HAMILTON ST,Sullivan, IL, 61951-2209,United States
• Base Pay $19.48 / Hour
• Other Compensation Eligible for Semi-Annual Bonus
• Employee Type Full-Time Office
• Manage Others No

Contact information

• Name Stefany Tipsword
• Phone [phone] x229
• Email [e-mail]

Description

Agri-Fab is a leader in the lawn and garden marketplace with shipments reaching around the globe. We've been proudly fulfilling customer needs for more than 50 years. As successful as Agri-Fab has become, the core goals has not changed; provide a reliable source of employment for the community.

Agri-Fab offers excellent benefits to include two weeks of paid time off and a comprehensive health benefits package focused on wellness rewards along with 401(k), company paid life insurance and an onsite daycare . And that is just the start! Other benefits include tuition reimbursement, earned wage access, discounts, 10 Paid Holidays, and more!

Essential Functions

Required but not limited to:

• Answer all incoming calls
• Respond to all incoming mail/emails/cases in a timely manner
• Issuing Return Authorizations to companies/customers returning products
• Act as a liaison for delivery issue ticket cases to assist the delivery case manager to ensure quick resolution to delivery issue cases
• Responsible for Parts Orders Cases this includes entering oversea parts orders (Includes MTD Order Entry and Generac Order Entry)
• Back up on daily CC/ P&S Supervisor tasks in times CC/P&S Supervisor is absent- including Amazon order updates, running open order/out of stock report, handling Frontier, Employee purchases, Warranty claim cases
• Salesforce Service Console standard work, answering cases, entering person accounts (General Questions, Product Questions (AF, TerraKing, Craftsman, DeWalt, GroundWorks), Chatbot Cases, Contact us Cases)
• Assist in training customer care representatives
• Responsible for working Missing and Defective Parts Cases
• Enter parts orders and unit orders from stores when calling in
• Responsible for working the Kuebix 1 and Kuebix 2 reports each day
• Submit 2-4 Salesforce knowledge articles a week
• Manage the inbound fax routing for customer care/sales departments
• Mail/Fax all manuals, catalogs, warranty information and distributor lists (as needed)
• Salesforce Service Console standard work, answering cases, entering person accounts
• Actively participates in all training to stay current and in compliance with Agri-Fab standards
• Assist other CSRs in times of absence and help level the work load
• Works overtime, including weekends and holidays, as required
• Effectively deal with all situations that come up and find a solution to bring the problem to a mutually agreeable close
• Maintains a clean, orderly and safe working environment
• Follows all standard work and work instructions
• Displays appropriate sense of urgency in communicating concerns (safety, quality, etc.)
• Ability to work in Parts and Service as demand requires
• Will fill in at the front desk when main receptionist is gone

Requirements

Job Qualifications: Knowledge, Skills and Abilities

• 1.Measuring and Mathematical Skills
  • Accurately adds, subtracts, multiplies, and divides.
  • Verifies parts using work instructions.
  • Successfully completes training or demonstrates proficiency in blueprint reading.
• 2.Language Skills (Speaking and Writing)
  • Effectively communicates with coworkers and supervisors.
  • Writes clearly and legibly.
  • Able to present information at department meetings.
  • Composes grammatically correct and professional emails.
• 3.Basic Reasoning Skills
  • Applies common sense when following written and oral instructions.
  • Reads, interprets, and takes action on written instruction.
  • Reads and understands bills of material and prints
  • Basic problem-solving skills.
  • Assesses current situation and addresses issues as they arise
• 4.Leadership Abilities
  • Willingly participates in and supports continue education training.
  • Highly self-motivated and self-directed.
  • Demonstrates a professional attitude, demeanor, and appearance.
  • Creative at finding alternative solutions and options.
  • Follows Agri-Fab policies and supports Agri-Fab core values
• 5.Computer/ Software Knowledge
  • Office (Excel, Word, Outlook)
  • Project management software (MTMS)
  • Telephone Software (Cisco/WebEx Phone System)
  • Project management software (MTMS), Order Portal
• 6.Ability to perform under deadline constraints and meet quality standards.
• 7.Requires knowledge of parts and part numbers.
• 8.Comply with all rules and regulations of Agri-Fab, Inc.
• 9.Must have good interpersonal skills and the capability of dealing with stressful encounters.