Customer Service Representative

Electri-Flex Company; Roselle (IL); Hybrid; USD 50,000 - 61,000; Full time

Job summary

Paylocity is seeking a Customer Service Representative to be the primary contact for customers and sales agents before and after orders. You will build positive relationships and coordinate with internal teams to meet customer needs promptly and accurately.

The role includes processing orders, RMAs, and coordinating with production, shipping, and inventory to ensure timely shipments. Strong communication and organizational skills are essential to excel in this role.

Qualifications

• Relevant experience in customer service or call center environments.
• Excellent written and verbal communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Familiarity with order entry processes and ERP/CRM systems.
• Ability to manage multiple tasks with attention to detail.

Responsibilities

• Respond promptly to customer inquiries.
• Process orders, RMAs, and literature requests.
• Coordinate with Production Scheduler and Shipping for on-time deliveries.
• Maintain accurate customer records and quotes.
• Provide shipment tracking information and resolve issues.

Skills

Customer service

Communication

Multitasking

Organizational skills

Education

High school diploma or GED

College degree preferred

Tools

Microsoft Outlook

Excel

Word

PowerPoint

Order entry software

Job description

All Jobs > Customer Service Representative

Serves as a primary point of contact for customers and sales agents before and after orders are placed. Builds and maintains positive customer relationships while coordinating with internal departments to ensure customer needs are addressed accurately, appropriately, and promptly.

Essential Duties and Responsibilities:

Customer Service and Issue Resolution

§ Respond promptly to customer inquiries.

§ Address customer concerns early and resolve issues promptly and effectively.

§ Keep customers fully informed of any factors affecting scheduled deliveries.

Order and Request Processing

§ Process customer orders, RMA forms, credit memo requests, sample requests, and literature requests.

§ Submit the required paperwork to the Production Scheduler to initiate production.

§ Process and coordinate customer EDI orders and transactions.

§ Enter and process agent shipments promptly, ensuring inventory records remain current.

§ Coordinate with agents and customers to process RMAs.

Production, Inventory, and Shipping Coordination

§ Coordinate with the Production Scheduler and Purchasing Manager to confirm that products required for orders are available.

§ Work closely with the Shipping Department to coordinate daily shipments and provide required shipping documents.

§ Provide shipment tracking information by phone or email.

§ Work with the Warehouse Manager to locate lost shipments, redirect shipments, and arrange customer-specified carrier pickups.

§ Investigate freight billing errors and complete credit memo forms as needed.

Quoting and Customer Records

• Maintain current quotes and coordinate with the Sales Team to ensure pricing is accurate and up to date in the system.


• Record interactions related to individual job quotes.


• Maintain accurate customer master data

Requirements

Technical and Product Knowledge

• Proficiency in Microsoft Outlook; working knowledge of Excel, Word, and PowerPoint is preferred.


• Familiarity with current product lines and the customer base.


• Familiarity with the software currently used for order entry.

Communication and Customer Service

• Excellent verbal and written communication skills.


• Commitment to providing exceptional customer service.


• Ability to maintain a positive, solution-oriented approach when addressing customer concerns.

Organization and Process Skills

• Ability to follow established procedure manuals and business processes.


• Strong organizational and multitasking skills, with the ability to manage competing priorities.

Minimum Qualifications

• High school diploma or GED required; college degree preferred.


• Minimum of two years of customer service experience.

Salary Description

$55,000.00 + overtime Monday to Friday 8am - 5pm