Customer Service Representative

Ampac Holdings, LLC; Elgin (IL); On-site; USD 50,000 - 72,000; Full time

Job summary

Ampac Holdings, LLC is seeking a Customer Service Representative to support a portfolio of client accounts. You will handle inquiries, process orders, and coordinate with internal teams to ensure accurate and timely fulfillment.

The role requires 2-4 years in a related field, proficient MS Office, Salesforce experience, and strong communication. You will log complaints, maintain confidentiality, and contribute to a fast-paced, customer-focused environment in Elgin, IL.

Qualifications

• HS/GED required; AS preferred.
• 2–4 years in a related field.
• Proficiency with MS Office; strong communication skills.

Responsibilities

• Serve as liaison between customers and plant departments.
• Engage professionally with customers to understand needs and advise on products.
• Receive and manage inquiries, responding via phone and email and resolve issues.
• Log customer complaints in Salesforce and ensure follow- up.
• Oversee order fulfillment from entry to delivery; monitor progress.
• Handle sales-related administrative tasks and data entry.
• Enter purchase order details accurately for fulfillment and billing.
• Collaborate with graphics, production, purchasing, logistics, and sales.

Skills

Customer service

Communication

Time management

Data entry

MS Office

Education

HS / GED

AS preferred

Tools

Salesforce

Traverse

Prestige

Job description

This position is responsible for meeting the goals and objectives of the organization by receiving, resolving, and communicating solutions to customer inquiries or complaints. This role focuses on maintaining customer satisfaction through accurate order processing, effective communication, and completing administrative tasks for an assigned portfolio of customer accounts. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Reasonable accommodations may be made, upon request, to enable individuals with disabilities to perform the essential functions.

• Liaison between the Customer and all plant functional departments.
• Professionally engage with customers to understand and meet customer needs, offering advice and guidance on products and services, assisting customers in making informed decisions.
• Receives and manages customer inquiries, delivering responses via phone calls and emails, efficiently addressing their concerns and resolving issues encountered.
• Logging customer complaints in Salesforce for thorough documentation and follow-up, ensuring all complaints are properly addressed and resolved.
• Oversee order fulfillment processes from entry to delivery, monitoring progress and addressing any issues or delays.
• Manage various sales-related administrative tasks, including data entry, documentation, and reporting to support efficient operations.
• Accurate entry of purchase order details into applicable systems, ensuring all information is correctly recorded for fulfillment and billing purposes.
• Collaborate with internal departments, including but not limited to, graphics, production, purchasing, logistics and sales to ensure seamless service delivery for assigned accounts.
• Use of company ERP system – Traverse, Prestige.
• Backup the CSR team when needed.

Qualifications, Education and Experience

• HS/GED required; AS preferred
• 2-4 years' experience in a related field experience in a related field required.
• This position has no leadership duties.
• Experience using Microsoft Office Suite (Word, Excel, PowerPoint), Visio, Outlook Email, and calendar.
• Maintains strict confidentiality and protects privacy of confidential/sensitive information.
• Exceptional time management and organization skills. Ability to manage multiple tasks and projects simultaneously establishing priorities to meet deadlines.
• Ability to communicate effectively (verbal, written, and presentations) with executive leadership, staff, and internal and external clients.
• Proactive; exercises sound judgment and decision-making; able to identify problems and needs and develop solutions and/or options.
• Self-confident, self-motivated polished professional who thrives in a challenging, fast-paced environment.

Salary Range - $50,000 - $72,000 based on experience

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.