Customer Service Representative

The Fountain Group; Momence (IL); On-site; USD 25,000 - 36,000; Full time

Job summary

The Fountain Group is seeking a Customer Service Representative for an onsite, temp-to-hire role in Illinois. You will handle customer inquiries, process data in ERP, and support sales and service teams to ensure accurate orders and timely resolutions.

Qualifications include 2+ years of CSR experience, ERP familiarity, attention to detail, and proficiency with Microsoft Office. Onsite environment with steady daily responsibilities and opportunities to contribute to process improvements.

Qualifications

• 2+ years of customer service experience, preferably in manufacturing or service environment.
• ERP experience including quoting, order entry, returns is a plus.
• Ticketing system experience is a plus.

Responsibilities

• Answer incoming customer service tickets, calls, and Teams messages, courteously and according to guidelines.
• Respond to requests from customers, sales reps, and service reps.
• Collaborate with other departments to resolve customer issues and align with customer needs.
• Maintain records and documentation in the ERP system.
• Advocate for customers by managing inquiries requiring concierge handling.
• Communicate updates and delays to customers proactively.
• Investigate and resolve billing concerns and credit memos in ERP.
• Contribute to continuous improvement by removing barriers to quality and delivery.
• Enter orders efficiently and follow standardized processes.
• Review customer-specific reports for accuracy.
• Suggest ideas to enhance the customer experience.

Skills

CSR experience

Attention to detail

Microsoft Office

Education

High School Diploma or GED

Associates Degree preferred

Tools

ERP system

Outlook

Excel

Word

Job description

Customer Service Representative

Temp to hire role, Pay: $22, 100% Onsite

Manage the customer experience including processing and entering customer data in an accurate and timely manner; maintaining effective customer, sales and field service employee relationships; and striving for customer satisfaction by resolving issues in the most efficient and effective manner.

Essential Functions

• Answer incoming customer service tickets, phone calls, and Teams messages, courteously and consistently using established guidelines.
• Respond full circle to requests from customers, sales reps, and service reps.
• Collaborate with other departments to resolve customer issues and align with customers’ needs and requests.
• Maintain appropriate records and documentation in our ERP System.
• Act as an Account advocate by managing and overseeing inquiries that require concierge handling.
• Communicate proactively with customers to keep them aware of updates, changes, delays, and other information deemed important to them.
• Investigate and resolve billing concerns by tracing shipments, researching price differences, and entering credit memos for approval, quoting special parts prices and following up on credit hold orders in our ERP.
• Provide problem solving and continuous improvement by removing barriers that impact product quality, support, or on-time delivery and customer satisfaction.
• Efficiently enter orders and address inquiries by leveraging the resources within the business, and following the standardized processes implemented.
• Complete and review customer specific reports for accuracy and integrity.
• Recommend ideas which enhance the overall customer experience.

Position Qualifications

• Previous CSR experience.
• Experience with ERP system.
• Attention to detail.
• Microsoft (Outlook, Word, Excel)

Education: High School Diploma or GED required. Associates Degree in Business or related field preferred.

Experience: 2+ years of previous customer service experience, preferably in manufacturing and/or installation/maintenance/repair environment. Ticketing system experience, a plus. ERP experience, a plus, including quoting, order entry, and returns.

Functional Success Drivers: Possessing these certain competencies are what we require for an individual to be successful in this role.