Customer Service Representative, Associate

Lawson Products, Inc.; Chicago, Northern (IL, KY); Hybrid; USD 29,000 - 32,000; Full time

Job summary

Lawson Products, Inc. is seeking a Customer Service Rep to support sales reps, customers and internal teams from our Chicago headquarters. The role combines in-office work on Tue–Thu with remote work Mon & Fri, offering benefits including vision, dental, medical and retirement plans.

You will handle 40+ daily inbound calls, process orders in SAP, and address quotes, returns and invoices while providing timely status updates and problem resolution in a fast-paced environment.

Qualifications

• Minimum 1 year inbound call center experience.
• Strong verbal and written communication skills.
• Proficient in MS Office (Outlook, Word, Excel).
• Basic MRO product knowledge preferred; SAP experience a plus.
• Ability to multitask in a fast-paced environment.
• High School Diploma or GED.

Responsibilities

• Responds to at least 40 calls per day in an inbound call center.
• Input and modify customer orders in SAP.
• Provide status of orders, quotes, returns, credits and invoice rebill requests.
• Track order shipments and provide proof of delivery.
• Assist with account balance inquiries and credit card payments.
• Process document requests and credit/debit memos.
• Answer product questions and resolve discrepancies.
• Other duties as assigned.

Skills

Customer service

Inbound call center

Verbal communication

Written communication

Multitasking

Problem solving

Team coordination

Education

High School Diploma or GED

Tools

SAP

Excel

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 for this role is $21.50.

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