Customer Service Representative, Associate

Lawson Products, Inc.; Chicago (IL); Hybrid; USD 53,440,000 - 62,810,000; Full time

Benefits offered by this job

Vision benefits

Dental benefits

Medical benefits

Retirement benefits

Paid holiday

PTO

Job summary

Lawson Products, Inc. seeks a detail-oriented Customer Service Rep in Chicago, IL. The role supports sales reps, customers and internal teams, with in-office Tues, Wed, Thu and remote Mon & Fri.

You will handle high-volume calls, process orders in SAP, provide order status, credits and invoices, and resolve issues promptly. A grounded knowledge of MS Office and strong communication skills are essential for success in this fast-paced environment.

Qualifications

• High School Diploma or GED required.
• Minimum 1 year inbound call center experience preferred.
• Strong verbal and written communication skills.
• Basic computer skills and ability to navigate internal and external websites.
• Proficiency with Microsoft Office (Outlook, Word, Excel).
• SAP experience is a plus.
• Ability to stay customer-focused and multi-task in a fast-paced environment.

Responsibilities

• Responds to a minimum of 40 calls per day in an inbound call center.
• Input and modify customer orders in SAP system.
• Provide status of orders, quotes, returns, product audits, credits and invoice rebill requests.
• Track order shipments and provide proof of delivery.
• Provide basic account balance information for account invoices due to payment. May be required to processes customer credit card payments.
• Process document requests.
• Process credit and debit memo requests that fall within department policy.
• Answer common product questions as first line of response.
• Resolve transactional discrepancies and customer complaints.
• Other duties as assigned.

Skills

Inbound call center experience

Verbal communication

Written communication

Microsoft Office

SAP experience

MRO product knowledge

Multi-tasking

Problem solving

Customer service

Education

High School Diploma or GED

Tools

Outlook

Word

Excel

SAP

Job description

Since 1952, Lawson Products has worked hard to make our customers' jobs easier by improving their operational efficiency, productivity and overall performance. As a leader in the MRO industry, we partner with customers to make sure they have the right maintenance and repair parts on hand when needed.

We're looking for a motivated Customer Service Rep to provide excellent customer service to Lawson Products' sales reps, customers and internal teams.

Our corporate headquarters is located in Chicago, IL. This position will be in the office on Tuesday, Wednesday and Thursday and work remotely on Monday and Friday. We offer a competitive benefits package that includes vision, dental, medical and retirement benefits, as well as a paid holiday and PTO package.

Responsibilities:

• Responds to a minimum of 40 calls per day in an inbound call center.
• Maintain a strong performance against established key performance indicators.
• Input and modify customer orders in SAP system.
• Provide status of orders, quotes, returns, product audits, credits and invoice rebill requests.
• Track order shipments and provide proof of delivery upon request.
• Provide basic account balance information for account invoices due to payment. May be required to processes customer credit card payments.
• Process document requests.
• Process credit and debit memo requests that fall within department policy.
• Answer common product questions as first line of response.
• Resolve transactional discrepancies and customer complaints.
• Other duties as assigned.

Qualifications & Requirements:

• High School Diploma or GED.
• Minimum 1 year experience in an inbound call center, preferred.
• Effective verbal and written communication skills.
• Basic computer skills and the ability to navigate company internal and external websites.
• Microsoft Office knowledge including, but not limited to, Outlook, Word and Excel.
• Basic maintenance, repair and operational (MRO) product knowledge is preferred.
• SAP experience, a plus.
• Possesses entry-level problem solving skills.
• Previous manufacturing/distribution and sales experience a plus.
• Ability to maintain customer-focus and multi-task in a fast-paced environment.

The hourly rate range for this role is $18.65 - $21.92.

Lawson Products is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.