Customer Service Representative- Central

Reliable Safety & Flow Corporation; Romeoville (IL); On-site; USD 42,000 - 56,000; Full time

Job summary

Reliable Safety & Flow Corporation seeks a Customer Service Representative (CSR) to be the primary contact for customers, coordinating with the outside sales team and supporting inquiries, issues, and transactions. Based in Romeoville, IL, this role emphasizes first-contact resolution and cross-functional collaboration.

The CSR will manage RMAs, credits, debits, RFQs, and ERP/CRM data while maintaining a customer-centric approach and contributing to KPI-driven service excellence.

Qualifications

• Bachelor's degree or equivalent work experience in a B2B Customer Service role.
• Excellent verbal and written communication; conflict resolution.
• Strong problem-solving with a customer-focused mindset.
• Experience with ERP and CRM is a plus.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat with first-contact resolution.
• Assist customers with product questions, technical issues, and account management.
• Resolve complaints and process RMAs, credits, and debits in the ERP/CRM.
• Collaborate cross-functionally to address customer needs and escalate when needed.
• Process RFQs from customers and outside sales in the ERP.
• Identify opportunities to improve processes and customer experience.
• Stay updated on product offerings, policies, and procedures.
• Document interactions and transactions in the CRM.
• Build credibility and trust with assigned customers and influence buying decisions.
• Monitor KPIs in PowerBi dashboards to ensure service excellence.
• Other duties as assigned.

Skills

Communication skills

Problem solving

ERP experience

CRM experience

Conflict resolution

Education

Bachelor's degree or equivalent

Tools

ERP system

CRM system

Job description

Department: Customer Service

Location: Romeoville, IL - Distribution Center

Description

We're currently seeking a Customer Service Representative (CSR). In coordination with our outside sales team, the Customer Service Representative is the primary point of contact for our customers, addressing inquiries, resolving issues, and providing outstanding support. The CSR plays a crucial role in ensuring customer satisfaction and maintaining our reputation for excellence.

We are currently looking to fill this spot on our West Team. If you work in Romeoville, this schedule would be Monday through Friday, 10:00am- 7:00pm.

How You Will Help:

• Respond promptly and professionally to customer inquiries via phone, email, and live chat with a drive toward first-contact resolution.
• Assist customers with product and service-related questions, technical issues, and account management.
• Resolve customer complaints and concerns with patience, empathy, and efficiency. Process RMA's, credits, and debits in the company portal/CRM.
• Collaborate cross-functionally to address customer needs and elevate complex issues when necessary.
• Process RFQ's from customers and outside sales with great accuracy, efficiency, and timeliness in the company’s ERP platform
• Identify opportunities for process improvements to enhance the overall customer experience.
• Stay up to date on product/service offerings policies, and procedures.
• Accurately document customer interactions and transactions in ASC's CRM system.
• Build credibility and trust with assigned customer base while influencing buying decisions and customer-focused solutions.
• Monitor KPI's in the PowerBi Dashboards to ensure best-in-class service.
• Other duties as assigned

What You Will You Bring:

• Bachelor's degree or equivalent work experience in a B2B Customer Service role.
• Excellent communication skills (verbal and written) with ability to handle conflict resolution.
• Strong problem-solving abilities with a customer-focused mindset.
• Ability to remain calm and composed under pressure.
• Proficiency working in a ERP. CRM experience is a plus.
• Flexibility to work in a fast-paced environment and adapt to changing priorities.