Customer Experience & Order Support Specialist

DeKalb County Economic Development Corporation (DCEDC); Sycamore (IL); On-site; USD 26,000 - 35,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Education Reimbursement

Wellness Programs

401k with Company Match

Cash Balance Pension Plan

Vacation

Personal Days

Volunteer Time

Holidays

Parental Leave

Job summary

IDEAL INDUSTRIES, INC. is seeking a Customer Experience Representative to respond to customer inquiries, support order entry, status updates, returns, and other service requests. You will collaborate with internal departments and field sales teams to ensure exceptional and efficient customer support.

The role emphasizes accurate order processing, maintaining strong customer relationships, and contributing to a safe, compliant workplace while supporting continuous improvement initiatives.

Qualifications

• Associate degree (A.A.) or equivalent from a two-year college or technical school; one-year related experience and/or training; or equivalent combination of education and experience.
• Excellent verbal and written communication skills
• Proficient in Microsoft Office including Outlook, Word and Excel
• Strong familiarity with ERP or Order Management systems. Prior experience with Microsoft D365 strongly preferred
• Strong attention to detail and the ability to work with a high-level of accuracy
• Lean manufacturing experience is preferred
• Lean manufacturing experience is preferred

Responsibilities

• Answer telephone inquiries from customers regarding product pricing, product availability, order expediting, product questions, and to handle general service related questions.
• Enter customer orders using internal and/or external order management systems; enter orders placed via EDI that require manual correction
• Develop strong relationships between customers, planners, logistics teams and facilities.
• Work with customer contacts to understand and meet their shipping needs.
• Participate in outbound calling campaigns to increase sales and outside presence in market.
• Participates in key account calls, representing customer issues and concerns.
• Actively engage in responsibilities and initiatives to ensure a safe work environment.
• Comply with and contribute to the continuous improvement of company policies, processes and procedures.
• Contribute to a collaborative, team-oriented workplace, which may include other duties as assigned.
• Assist with processing incoming mail for local facility as needed
• Assist with processing incoming mail for local facility as needed.

Skills

Customer service

Communication

Attention to detail

Team collaboration

ERP / Order Management systems

Microsoft D365

Attention to detail

Lean manufacturing

Education

Associate degree

Tools

Microsoft Office

Outlook

Excel

Word

ERP/Order Mgmt systems

Microsoft D365

Job description

IDEAL INDUSTRIES, INC. is seeking a Customer Experience Representative to respond to customer inquiries, support order entry, status updates, returns, and other service requests. You will collaborate with internal departments and field sales teams to ensure exceptional and efficient customer support.

The role emphasizes accurate order processing, maintaining strong customer relationships, and contributing to a safe, compliant workplace while supporting continuous improvement initiatives.