Customer Service Representative- National

Reliable Sprinkler Co.; Romeoville (IL); Hybrid; USD 57,859,000 - 96,432,000; Full time

Job summary

ASC Engineered Solutions in Romeoville, IL is seeking a Customer Service Representative (CSR) to support customers, coordinate with outside sales, and help ensure satisfaction.

This full-time role operates Monday–Friday, 8:00am–5:00pm, uses ERP/CRM, handles inquiries via phone, email, and live chat, processes RMAs, credits, debits, and contributes to process improvements.

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.
• ERP experience; CRM experience is a plus.

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 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

Skills

Communication skills

Conflict resolution

Problem solving

Customer-focused

Stays calm under pressure

Education

Bachelor's degree or equivalent experience

Tools

ERP software

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

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 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.