Customer Service Representative

Hendrickson; Illinois; On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

medical insurance

dental insurance

vision insurance

life insurance

travel insurance

disability insurance

flexible spending account

401K plan

Job summary

Hendrickson seeks a Customer Service Representative to efficiently manage customer orders and inquiries via email, ensuring accurate documentation and professional service throughout the process.

The role requires strong organization, communication, and the ability to collaborate with production teams to meet customer expectations.

Qualifications

• Proven experience in customer service or related field.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy in a fast-paced environment.
• Proficient use of Microsoft Excel and Microsoft Teams.
• Familiarity with customer relationship management (CRM) systems.

Responsibilities

• Monitor and manage the customer order email inbox to ensure timely responses.
• Review and enter customer purchase orders with accuracy; attach drawings and specifications as required.
• Review and process customer returns with proper documentation.
• Review customer portals for shipment accuracy and follow up as needed.
• Analyze historical data and forecasts to support inventory planning.
• Provide exceptional customer service as the primary contact and coordinate with production teams.

Skills

Customer service

Attention to detail

Communication

Time management

CRM systems

Microsoft Excel

Microsoft Teams

Education

High School Diploma or GED

Tools

Microsoft Excel

Microsoft Teams

Job description

JOB DESCRIPTION: CUSTOMER SERVICE REPRESENTATIVE

We are seeking a detail-oriented and proactive Customer Service Representative to join our team. The ideal candidate will be responsible for efficiently managing customer orders and inquiries via email, ensuring accuracy and completeness in documentation, and providing exceptional customer service throughout the process. This role requires strong organizational skills, excellent communication abilities, and a commitment to meeting and exceeding customer expectations.

Essential Functions:

• Monitor Customer Order Email Inbox: Prioritize and manage emails effectively to ensure timely resolution of customer requests.


• Review and Enter Customer Purchase Orders: Thoroughly review customer purchase orders to understand requirements and specifications. Maintain a comprehensive checklist to ensure all necessary components of customer purchase order are reviewed. Verify accuracy of order details including quantities, pricing, and delivery information. Correlate customer purchase order with New Dimensions quote. Attach engineering drawings, material specifications, and any other relevant documentation to customer purchase orders as required. Enter all orders and shipments into the system. Maintain detailed electronic documentation to ensure system stays up to date.


• Review and Enter Customer Returns: Thoroughly review returns to understand requirements and specifications. Enter returns after verifying for accuracy. Maintain detailed electronic documentation to ensure system stays up to date. Ensure all essential documentation is submitted to accounting.


• Review Customer Portals: Review customers portals for accuracy with shipment information. Follow up with customer if information does not match.


• Review Customer Forecasts: Analyze historical data and current forecast to plan inventory demands. Ability to interpret data for strategic planning.


• Provide Exceptional Customer Service: Serve as a primary point of contact for customers, providing timely and professional assistance. Communicate with the production teams to gather feedback for customers. Address customer inquiries, concerns, and issues promptly and effectively, striving to exceed customer expectations. Build and maintain strong relationships with customers, demonstrating a commitment to customer satisfaction. Ability to utilize Microsoft Teams for Customer calls.

Education and Training:

• High school diploma or general education degree (GED)


• Experience in the Customer Service field is a plus.

Minimum Qualifications:

• Proven experience in customer service or a related field.


• Excellent communication skills, both written and verbal.


• Strong attention to detail and ability to maintain accuracy in a fast-paced environment.


• Proficient use of Microsoft Excel, Teams


• Proficiency in email correspondence and familiarity with customer relationship management (CRM) systems.


• Ability to prioritize tasks effectively and manage time efficiently.


• Collaborative mindset with a willingness to work closely with cross-functional teams.


• Problem-solving skills and the ability to handle challenging situations with patience and professionalism.


• Knowledge of technical/engineering terminology and concepts (preferred but not required).

Physical Demands:

Regular interaction with customers via email and occasional phone calls. May require occasional overtime or weekend work during peak periods.

Environmental Conditions:

Office environment.

Benefits:

We offer a full complement of benefits that include medical, dental, and vision insurance, life insurance, travel insurance, disability insurance, a flexible spending account as well as a 401K plan.

• medical insurance


• dental insurance


• vision insurance


• life insurance


• travel insurance


• disability insurance


• flexible spending account


• 401K plan