Customer Service Representative, Associate

Lawson Products, Inc.; Chicago (IL); On-site; USD 24,796 - 34,440; Full time

Benefits offered by this job

Vision benefits

Dental benefits

Medical benefits

Retirement benefits

Paid holidays

Paid time off

Job summary

Lawson Products, Inc. is seeking a Customer Service Representative, Associate to support our sales reps, customers and internal teams from our Chicago office. The role involves inbound calls, order entry in SAP, and handling quotes, credits and invoices with accuracy and courtesy.

You will work in a hybrid setup, in-office Tue-Thu and remote Mon-Fri, and must have strong communication, basic PC skills, and the ability to multitask in a fast-paced environment. Equal opportunity employer.

Qualifications

• High School Diploma or GED required.
• 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 Outlook, Word and Excel.
• Basic maintenance, repair and operational (MRO) product knowledge preferred.
• SAP experience preferred.
• 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.

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 process 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 calls

Verbal communication

Written communication

MS Office

SAP experience

Customer focus

Multi-tasking

Education

High School Diploma or GED

Tools

SAP

Job description

Customer Service Representative, Associate

City: Chicago

State/Province: IL

Country: United States

Division: Corporate

Job ID: 14191

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 for this role is $21.50.

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