Customer Service Representative- West

ASC Engineered Solutions, LLC; Romeoville (IL); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

ASC Engineered Solutions, LLC is seeking a Customer Service Representative- West in Romeoville, IL. The CSR is the primary contact for customers, handling inquiries, resolving issues, and supporting sales efforts. This is a full-time hybrid role with a Mon–Fri schedule, 10:00am–7:00pm, working with the West team.

This position requires strong communication skills, problem-solving abilities, and proficiency with ERP and CRM tools to ensure first-contact resolution and high customer satisfaction.

Qualifications

• Bachelor's degree or equivalent work experience in a B2B Customer Service role.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities with a customer-focused mindset.
• Ability to stay calm under pressure.
• ERP experience; CRM experience is a plus.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and live chat.
• Assist customers with product and service questions and account management.
• Resolve complaints with empathy and efficiency; process RMAs, credits, and debits.
• Collaborate cross-functionally to address customer needs.
• Document interactions in the CRM and ERP systems.
• Monitor KPIs and contribute to process improvements.

Skills

Communication skills

Conflict resolution

Problem solving

Customer focus

Adaptability

Education

Bachelor's degree or equivalent

Tools

ERP

CRM

Job description

Position Title: Customer Service Representative- West

Department: Customer Service

Employment Type Full Time

Location: Romeoville, IL - Distribution Center

Workplace Type: Hybrid

Reporting To: Hybrid

Customer Service Representative- West

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 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.

About Reliable Safety and Flow Corporation

Bringing together more than 175 years of innovation, quality, and customer commitment under one name and one promise.

The company was forged in 1850, as American industry was being connected by pipe, valves, fittings, and the skilled people who knew how to put them in the right place. More than 175 years later, that heritage lives in ASC Engineered Solutions, a comprehensive pipe preparation, joining, hanging and flow-management portfolio supporting the people who build and maintain commercial buildings, industrial facilities, infrastructure, and critical systems. A house of brands, Anvil, Gruvlok, Sharpe, SCI, and ABZ, unified as ASC in 2019, and the portfolio has grown in the years since.

In 1920, Reliable Automatic Sprinkler started doing one thing exceptionally well: building the fire safety systems that protect people and property. Sprinklers, valves, and accessories, made in the United States. More than a century later, the discipline has not changed. A century of American-made fire protection products, with multi-generational customer relationships and multi-decade specifications. A century of protecting what matters the most.

Two legacies. One Future.

*Reliable Safety and Flow Corporation is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law.*

Equal employment opportunity, including veterans and individuals with disabilities.

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