Customer Experience Representative

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. has built a reputation for over a century by crafting iconic tools and practical technology required in aerospace, data communications, electrical, wire processing and construction. The global family of IDEAL brands includes IDEAL Electrical, Anderson Power, and Enatel.

A vibrant and dynamic company, IDEAL is best known for our wire connectors, the gold standard for making electrical connections around the world. Nearly every commercial jet is assembled using IDEAL wire strippers and, as part of the critical equipment on NASA missions, our tools even help NASA astronauts fly to the moon. Most important, our products benefit skilled tradespeople, who reach for IDEAL tools every day.

IDEAL is propelled by the concept of Building an IDEAL World. Our family-run business is committed to building ideal relationships with customers, employees, and communities by crafting some of our industry’s most innovative and trusted tools.

The Customer Experience Representative is responsible for responding to customer inquiries in a timely, professional, and accurate manner. This role supports order entry, order status updates, returns, and other customer related requests. The representative will also collaborate with internal departments and field sales teams to ensure exceptional and efficient customer support.

Essential Job Functions:

• 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 customer 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.

Qualifications:

• Customer Service and/or Call Center experience preferred.
• 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

The expected hourly rate for this position is between $19.05 and $25.63. This range represents a good faith estimate for the position and actual compensation will be based on numerous factors including knowledge, location, skills, training and experience.

IDEAL employees enjoy a wide range of valuable benefits including:

• Medical, Dental & Vision Insurance
• Education Reimbursement
• Wellness Programs
• 401k with Company Match
• Cash Balance Pension Plan

IDEAL values rest, personal time and community involvement facilitating these through several paid time off programs including:

• Vacation
• Personal Days
• Volunteer Time
• Holidays
• Parental Leave

IDEAL INDUSTRIES, INC. is proud to be one of Newsweek’s Global Top 100 Most Loved Workplaces and an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. We know when you honor relationships, success for all will follow. To learn more about us, visit www.idealindustries.com