Customer Service Representative- Central

Reliable Sprinkler Co.; Romeoville (IL); Hybrid; USD 28,000 - 47,000; Full time

Job summary

ASC Engineered Solutions is seeking a Customer Service Representative (CSR) for our Central region in Romeoville, IL. The CSR will coordinate with outside sales, serve as the main customer contact, and contribute to outstanding support and customer satisfaction.

The role requires a Bachelor's degree or equivalent B2B experience, excellent communication, and the ability to resolve issues calmly. Working days are Monday–Friday, 8am–5pm in the Romeoville distribution center.

Qualifications

• Bachelor's degree or equivalent work experience in a B2B Customer Service role.
• Excellent communication skills (verbal and written) and ability to handle conflict resolution.

Responsibilities

• 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 with patience and efficiency; process RMAs, credits, and debits in the company portal/CRM.
• Collaborate cross-functionally to address customer needs and elevate complex issues.
• Process RFQs from customers and outside sales with accuracy, efficiency, and timeliness in the ERP platform.
• Monitor KPIs in dashboards to ensure best-in-class service.

Skills

Communication

Problem solving

Customer focus

Conflict resolution

Adaptability

Education

Bachelor's degree or equivalent

Tools

ERP system

CRM system

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.