Customer Service Representative- Central

ASC Engineered Solutions; Romeoville (IL); On-site; USD 57,308,000 - 97,424,000; Full time

Job summary

ASC Engineered Solutions in Romeoville, IL is hiring a Customer Service Representative (CSR) for the Central region. This full-time on-site role supports customers, coordinates with the outside sales team, and serves as the primary contact for inquiries and issue resolution.

The CSR handles phone, email and live chat, processes RFQs, RMAs, credits and debits in the ERP/CRM, documents interactions, and collaborates cross-functionally to improve the customer experience.

Qualifications

• 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.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and live chat.
• Assist customers with product and service questions, technical issues, and account management.
• Resolve customer complaints and concerns with patience, empathy, and efficiency. Process RMAs, credits, and debits in the company portal/CRM.
• Collaborate cross-functionally to address customer needs and elevate complex issues when necessary.
• Process RFQs from customers and outside sales with great accuracy, efficiency, and timeliness in the 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 KPIs in the PowerBi Dashboards to ensure best-in-class service.
• Other duties as assigned

Skills

Communication skills

Problem solving

Customer-focused

Calm under pressure

Education

Bachelor's degree or equivalent in B2B CSR

Tools

ERP system

CRM experience

Job description

Customer Service Representative- Central

Department: Customer Service

Employment Type: Full Time

Location: Romeoville, IL - Distribution Center

Compensation: $20.00 - $34.00 / hour

Description

At ASC Engineered Solutions, our people are the driving force behind our success. 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 ASC's reputation for excellence.

We are currently looking to fill this spot in our Central Region. If you work in Romeoville, this schedule would be Monday through Friday, 8am-5pm

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 RMAs, credits, and debits in the company portal/CRM.
• Collaborate cross-functionally to address customer needs and elevate complex issues when necessary.
• Process RFQs 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 KPIs 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.