Customer Service Representative

Ellsworth Adhesives; Elk Grove Village (IL); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive wage

Bonus plan

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k)

Paid Time Off and Holidays

Wellness Program

Job summary

Ellsworth Adhesives in Elk Grove Village, IL, seeks a Customer Service Representative to drive the customer experience and efficiently process requests via chat, phone, and web. This role reports to the TapeCase Division and collaborates with internal teams to provide timely updates and resolve inquiries.

You will handle orders, RMAs, and escalations, ensure accurate contract entry, and participate in training initiatives to improve service quality.

Qualifications

• 3+ years of professional customer service experience.
• High School diploma or equivalency; Associate’s degree preferred.
• Demonstrated typing ability of ~45+ WPM.
• Experience with SharePoint, MS Teams, Windows OS.
• Basic to intermediate Excel skills.
• Experience with ERP/CRM platforms such as Microsoft Dynamics; eCommerce/ chat familiarity.

Responsibilities

• Process incoming requests via chat, phone, web, and CRM for orders and inquiries without regular assistance.
• Coordinate with purchasing, shipping and credit to provide timely customer updates.
• Follow detailed contract review and order entry guidelines.
• Process customer sample requests and order updates; handle changes.
• Handle standard escalations with first-contact resolution where possible.
• Assist with training materials and act as escalation point for new hires.

Skills

Customer service

Typing speed

Team oriented

Communication

Education

High School diploma or GED

Associate’s degree preferred

Tools

SharePoint

MS Teams

Windows OS

Excel

ERP systems/Microsoft Dynamics

CRM 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!

AtTapeCase, 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 fornary 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

• Processesincoming requestsviachat, phone,web, orCustomer Relationship Management System (CRM)for orders, product inquiries,expedites,andReturn Material Authorizations (RMA’s)proficiently without regular assistance
• Workswith internal teams with a high sense of accountability and urgency, such as purchasing, shipping and credit,in order toprovide customer updates
• Followsdetailedcontract review/audit guidelines on order entry
• Executes customer sample requestsand 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 hiresand handles complex customerinquiries/conflictwith 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! for a summary of Employee Benefits.

QUALIFICATIONS

• 3+ years of professional customer service experience.
• High School diploma or equivalency required. Associate’sdegree 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 otherlegally protectedstatus. If you are an individual with a disability and requirea reasonableaccommodation 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, wespecialize in the distribution, manufacturing and custom packaging of adhesives, specialtychemicalsand dispensing equipment. We stand apart from the competition by goingabove and beyondhigh-qualityproducts. We offer expertassistance, valuable services, decades of experience, and a host of resources to ensurewe’re providingthe best possible solution for our customers’ applications.

#CUSTOMERSERVICE #ORDERENTRY #QUOTES #SCD