Customer Service Representative

Hub Group; Oak Brook (IL); On-site; USD 20,000 - 28,000; Full time

Job summary

Hub Group in Oak Brook, IL is seeking a Customer Service Representative to provide phone-based support to customers and delivery teams, handling inbound/outbound calls and delivering a positive customer experience.

The role focuses on answering questions, providing order updates, resolving issues, and escalating when necessary while maintaining accurate documentation and timely communication.

Qualifications

• Previous call center or customer service experience.
• Strong verbal and written communication skills.
• Excellent customer service, problem-solving, and active listening skills.
• Comfortable handling a high volume of inbound and outbound calls.
• Ability to professionally handle customer complaints and escalations.
• Ability to multitask and navigate multiple computer systems while assisting customers.
• Strong attention to detail and organizational skills.
• Dependable, accountable, and able to work effectively with limited supervision.

Responsibilities

• Answer inbound calls from customers and delivery teams in a professional and timely manner.
• Make outbound calls to delivery teams and customers regarding orders, deliveries, service issues, and follow-up.
• Assist delivery teams to resolve challenges with deliveries.
• Assist customers with questions, concerns, complaints, and delivery-related issues.
• Research and resolve customer issues or escalate when additional assistance is needed.
• Provide accurate order and delivery status updates to customers.
• Monitor delivery progress and communicate delays or issues to customers and delivery teams.
• Follow up with customers to obtain feedback regarding their delivery experience.
• Respond to customer and internal emails in a timely and professional manner.
• Contact vendors regarding damaged products, replacements, or other customer order concerns.
• Accurately document customer interactions, order updates, and resolutions.
• Update customer orders and information within company systems.
• Complete required daily reports and administrative documentation.
• Maintain a professional and customer-focused approach during all interactions.
• Perform other customer service and administrative duties as assigned.

Skills

Call center experience

Communication skills

Customer service

Active listening

Complaint handling

Multitasking

Attention to detail

Reliability

Job description

Job Summary

The Customer Service Representative provides phone-based support to customers and delivery teams. This position handles inbound and outbound calls, assists with customer questions and concerns, provides order and delivery updates, and works to resolve issues while delivering a positive customer experience.

Essential Job Functions

• Answer inbound calls from customers and delivery teams in a professional and timely manner.
• Make outbound calls to delivery teams and customers regarding orders, deliveries, service issues, and follow-up.
• Assist delivery teams to resolve challenges with deliveries
• Assist customers with questions, concerns, complaints, and delivery-related issues.
• Research and resolve customer issues or **escalate** when additional assistance is needed.
• Provide accurate order and delivery status updates to customers.
• Monitor delivery progress and communicate delays or issues to customers and delivery teams.
• Follow up with customers to obtain feedback regarding their delivery experience.
• Respond to customer and internal emails in a timely and professional manner.
• Contact vendors regarding damaged products, replacements, or other customer order concerns.
• Accurately document customer interactions, order updates, and resolutions.
• Update customer orders and information within company systems.
• Complete required daily reports and administrative documentation.
• Maintain a professional and customer-focused approach during all interactions.
• Perform other customer service and administrative duties as assigned.

Qualifications & Skills

• Previous call center or customer service experience preferred.
• Strong verbal and written communication skills.
• Excellent customer service, problem-solving, and active listening skills.
• Comfortable handling a high volume of inbound and outbound calls.
• Ability to professionally handle customer complaints and escalations.
• Ability to multitask and navigate multiple computer systems while assisting customers.
• Strong attention to detail and organizational skills.
• Dependable, accountable, and able to work effectively with limited supervision.

Pay: $17.26/hr