Customer Service Representative

Ellsworth Adhesives; Elk Grove Village (IL); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health benefits

401(k)

Paid time off

Job summary

Ellsworth Adhesives, Elk Grove Village, IL, is seeking a Customer Service Representative to drive the customer experience and process incoming requests via chat, phone, web, and CRM. You will collaborate with purchasing, shipping, and credit to provide updates and ensure accurate order entry and RMAs.

Ideal candidates have 3+ years of customer service experience, strong typing (45+ wpm), and familiarity with ERP/CRM tools such as Microsoft Dynamics, SharePoint, and MS Teams; Excel skills are

Qualifications

• 3+ years of professional customer service experience.
• High School diploma or equivalency required; Associate’s degree preferred.
• Demonstrated proficiency in keyboarding - approx. 45+ words per minute.
• Experience with SharePoint, MS Teams, Windows OS and Excel.
• Experience with ERP systems and CRM platforms such as Microsoft Dynamics.
• Experience navigating corporate websites and eCommerce platforms, including chat.

Responsibilities

• Processes incoming requests via chat, phone, web, or CRM for orders, product inquiries, expedites, and RMAs.
• Works with purchasing, shipping, and credit to provide customer updates.
• Follows contract review/audit guidelines on order entry.
• Executes sample requests and updates orders accordingly.
• Handles escalations with first contact resolution when possible.
• Proactively identifies potential breakdowns in the customer experience.
• Contributes to training materials and acts as escalation point for new hires.

Skills

Customer service

3+ years

Typing 45 wpm

SharePoint

MS Teams

Windows OS

MS Dynamics CRM

Excel

ERP systems

CRM platforms

eCommerce platforms

Team oriented

Education

High School diploma or equivalent

Associate’s degree preferred

Tools

SharePoint

MS Teams

Windows

Excel

Microsoft Dynamics CRM

Job description

Job Description

What does a cell phone in your pocket, a spaceship, and an electric vehicle have in common?

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!Click Here for a summary of Employee Benefits.

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 Applicantspage 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.

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