Customer Service Representative

TapeCase Ltd.; Elk Grove Village (IL); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health benefits

401(k)

Paid time off

Bonus plan

Job summary

Ellsworth Adhesives, part of Ellsworth Corporation, seeks a Customer Service Representative for the TapeCase Division in Elk Grove Village, IL. You will drive the customer experience, process requests via chat, phone, web, or CRM, and coordinate with purchasing, shipping, and credit to provide timely updates.

The role requires 3+ years in customer service, a high school diploma (associate degree preferred).

Qualifications

• 3+ years of professional customer service experience.
• High School diploma or equivalency required.
• Associate’s degree preferred.
• Typing speed ~45+ wpm; experience with MS Office and business tools.

Responsibilities

• Processes incoming requests via chat, phone, web or CRM for orders, product inquiries, expedites, and RMAs.
• Collaborates with purchasing, shipping and credit teams to provide customer updates.
• Follows contract review/audit guidelines on order entry.
• Executes customer sample requests and processes order updates and changes.
• Handles standard customer escalations with first contact resolution when possible.
• Identifies potential breakdowns in the customer experience and addresses issues proactively.
• Contributes to training materials and departmental initiatives.
• Acts as escalation point for new hires and handles complex inquiries.

Skills

Customer service

Communication

Teamwork

Education

High School diploma or equivalent

Associate’s degree preferred

Tools

SharePoint

MS Teams

Windows OS

Excel

ERP systems (MS Dynamics)

CRM platforms

eCommerce platforms

Job description

Job Description: What does a cell phone in your pocket, a spaceship, and an electric vehicle have in common? Ellsworth Adhesives specs in materials in each of those products! Ellsworth Corporation, a global, industry leading distributor of specialty chemicals and equipment and adhesive manufacturer currently has a Customer Service Representative opportunity at Ellsworth Adhesives. This role reports into our TapeCase Division located in Elk Grove Village, IL. This is an exciting time to be a part of Ellsworth, come join our team! At TapeCase, we design, convert, manufacture, and distribute highly engineered adhesive tape products. We add value to the highly engineered products we sell by enhancing their delivered formats by offering expansive tape converting services to provide a custom tape solution for nearly any application. Learn more about us here.

You will drive the customer experience. You will also process incoming transactional customer requests with a strong sense of urgency/accountability.

RESPONSIBILITIES

• Processes incoming requests via chat, phone, web, or Customer Relationship Management System (CRM) for orders, product inquiries, expedites, and Return Material Authorizations (RMA’s) proficiently without regular assistance
• Works with internal teams with a high sense of accountability and urgency, such as purchasing, shipping and credit, in order to provide customer updates
• Follows detailed contract review/audit guidelines on order entry
• Executes customer sample requests and processes order updates and changes
• Handles standard customer escalations, autonomously with first contact resolution when possible
• Proactively identifies potential breakdowns in the customer experience and gets ahead of customer issues, including customer shelf-life discrepancies
• Contributes to training material/initiatives/topics in the department
• Acts as escalation point for new hires and handles complex customer inquiries/conflict with minimal assistance

PERKS & BENEFITS

As an industry leader, we offer a competitive wage, bonus plan, and a comprehensive benefit package which includes Health, Prescription, Dental, Vision, Life, Disability, Flexible Spending, 401(k), Employee Assistance, Paid Time Off and Holidays, Wellness Program, Social Events, Community Involvement and much more!

QUALIFICATIONS

• 3+ years of professional customer service experience.
• High School diploma or equivalency required.
• Associate’s degree preferred.
• Demonstrated proficiency in keyboarding skills - ability to type approx. 45+ words per minute Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems Basic to intermediate excel skills preferred Experience with ERP systems (Enterprise Resource Planning) and CRM platforms such as Microsoft Dynamics preferred Experience navigating and utilizing corporate websites & eCommerce platforms, including chat functionality, preferred Consistently demonstrates approachability with team members and is team oriented.

Ellsworth Corporation is an Equal Opportunity Employer providing equal employment opportunities to all employees and applicants for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, pregnancy, genetics, or any other legally protected status.

If you are an individual with a disability and require a reasonable accommodation for any part of our employment process, please follow the instructions on our Accessibility Accommodation for Applicants page of our Careers website.

Ellsworth Corporation is an industry leading global corporation, we specialize in the distribution, manufacturing and custom packaging of adhesives, specialty chemicals and dispensing equipment.

We stand apart from the competition by going above and beyond high-quality products. We offer expert assistance, valuable services, decades of experience, and a host of resources to ensure we're providing the best possible solution for our customers’ applications.

At Ellsworth, people are at the center of everything we do. We’re a global organization built on long standing values, integrity, respect, collaboration, and a relentless focus on our customers. We believe great outcomes start with great people. That’s why we invest in an environment where curiosity is encouraged, expertise is valued, and individuals are empowered to make a meaningful impact—for our customers, our teams, and their own growth.

No matter your role, you’ll find that customer focus is part of every job at Ellsworth. We work across disciplines and regions to solve complex challenges, support real world production needs, and build solutions that last.

This is a place where your work matters, your voice is heard, and your growth is supported. You’re in the right place and we’re glad you’re here.