Customer Experience & Order Support Specialist

Fresenius Kabi USA, LLC; Lake Zurich (IL); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

401(k) plan with company contributions

Paid vacation

Holiday and personal days

Employee assistance program

Health benefits (medical, prescription

Job summary

Fresenius Kabi USA, LLC is seeking a Customer Service Representative in Illinois to act as the primary contact for order fulfillment and customer inquiries. You will process phone, email and fax orders, handle returns and credits, and work with Sales and Warehouse teams to ensure timely delivery.

The role requires 1+ years of customer-facing experience, strong communication and problem-solving skills, and the ability to multi-task in a structured, fast-paced environment.

Qualifications

• 1+ years of customer-facing experience.
• Excellent customer service and problem resolution.
• Ability to establish rapport with customers.
• Ability to ask the right questions and lead conversations.
• Interact effectively with internal and external team members.
• Strong organizational, prioritization and multi-tasking skills.
• Excellent multitasking and data-entry skills.
• Strong interpersonal communication.
• Self-motivated and quick learner.
• Comfortable in a structured, fast-paced environment.
• SAP experience is preferred.
• SharePoint experience is a plus.
• English language proficiency to perform essential functions.

Responsibilities

• Process orders from customers via phone, e-mail and fax.
• Manage customer orders (open order report, order confirmation, queries, and delivery investigations), escalations, inquiries & disputes.
• Resolve complex customer questions, complaints, and requests (order tracking, availability checks, late delivery notifications, back-order notifications, and problems related to shipment, returns, credits, and new orders).
• Process credits, debits, and returns.
• Build loyal relationships with customers by understanding and supporting their needs, following through on commitments and providing high quality customer service.
• Collaborate with Sales and Warehouse Operations to ensure smooth delivery of products.
• Meet department KPIs (order accuracy, on-time order placement, customer satisfaction score).
• Participate in Medical Device Customer Experience program.
• Perform specialty activities as per Performance Management Objectives.
• Participate in ongoing product and business training.

Skills

Customer service

Communication

Problem solving

Relationship building

Tools

SAP

SharePoint

Job description

Fresenius Kabi USA, LLC is seeking a Customer Service Representative in Illinois to act as the primary contact for order fulfillment and customer inquiries. You will process phone, email and fax orders, handle returns and credits, and work with Sales and Warehouse teams to ensure timely delivery.

The role requires 1+ years of customer-facing experience, strong communication and problem-solving skills, and the ability to multi-task in a structured, fast-paced environment.