Customer Service Representative

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

Job summary

Ampac Holdings, LLC in Huntley, IL is seeking a Customer Service/CSR to handle inquiries, process orders, and support account teams. You will liaise with plant departments, resolve issues, and document in Salesforce.

This role requires 2–4 years in a related field, HS/GED (AS preferred), proficiency in MS Office, and strong communication. Salary ranges from $50,000 to $72,000 annually, with equal opportunity employer statements.

Qualifications

• 2–4 years' experience in a related field.
• HS/GED required; AS preferred.
• Experience with ERP, Salesforce or similar systems.
• Strong written and verbal communication.

Responsibilities

• Liaison between the Customer and all plant functional departments.
• Engage with customers to understand needs and guide on products and services.
• Receive and manage inquiries via phone and email, resolving issues.
• Log customer complaints in Salesforce and ensure follow-up.
• Oversee order fulfillment from entry to delivery.
• Handle sales-related administrative tasks and reporting.
• Enter purchase order details accurately into systems.
• Collaborate with graphics, production, purchasing, logistics and sales.
• Use ERP systems Traverse and Prestige.
• Backup CSR team when needed.

Skills

Customer liaison

Communication skills

Time management

Problem solving

Education

HS/GED

AS degree preferred

Tools

Traverse ERP

Prestige ERP

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
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.