Customer Service Representative- National

Reliable Safety and Flow Corporation; Romeoville (IL); On-site; USD 42,000 - 71,000; Full time

Job summary

Reliable Safety and Flow Corporation in Romeoville, IL is seeking a Customer Service Representative (CSR) to support our national team. You will be the primary contact for customers, handling inquiries, resolving issues, and guiding account management.

Working Monday–Friday, 8:00am–5:00pm, you will respond via phone, email, and live chat, process RFQs, RMAs, credits, debits in the ERP/CRM, and help improve customer experience.

Qualifications

• Bachelor’s degree or equivalent B2B CS experience.
• Excellent written and verbal communication; ability to resolve conflicts.
• Strong problem-solving with a customer focus.
• Ability to stay calm under pressure.
• Experience with ERP/CRM is a plus.
• Fast-paced environment; adaptable to changing priorities.

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 with empathy and efficiency; process RMAs, credits, and debits in the CRM/ERP.
• Collaborate cross-functionally to address customer needs and escalate complex issues when necessary.
• Process RFQs from customers and outside sales in the ERP platform.
• Document customer interactions accurately in the CRM and monitor KPIs in dashboards.

Skills

Communication skills

Conflict resolution

Problem solving

Customer focus

Calm under pressure

ERP experience

CRM experience

Adaptability

Education

Bachelor’s degree or equivalent

Tools

ERP system

CRM software

Job description

Customer Service Representative- National

Department: Customer Service

Employment Type: Full Time

Location: Romeoville, IL - Distribution Center

Compensation: $20.00 - $34.00 / hour

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 National Team. If you work in Romeoville, this schedule would be Monday through Friday, 8:00am- 5:00pm.

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.