Customer Service Specialist II – Order & Liaison Expert

SATO America LLC; Romeoville (IL); On-site; USD 50,000 - 54,000; Full time

Job summary

SATO America LLC is seeking a detail-oriented Customer Service Representative II in Romeoville, IL. The role focuses on exceptional customer service, handling inquiries, and coordinating with sales and manufacturing to fulfill orders.

You will proof orders, answer questions on shipping, changes, and pricing, and support continuous improvement while maintaining compliance with ISO9001 and other standards.

Qualifications

• Associate degree (A. A.) or equivalent from two-year college; or one to three years related experience and/or training; or equivalent combination of education and experience environment required.
• Solid working knowledge of Microsoft Office Suite
• Knowledge of Oracle, Microsoft D365, or other ERP & business system software.
• Excellent, verbal, written and interpersonal communication skills.
• Excellent critical thinking skills to analyze and solve problems and provide customer-centric results.
• Diligent and detail oriented.
• Ability to manage competing priorities, shift gears to react to urgent scenarios and meet daily commitments

Responsibilities

• Provide exceptional customer service through phone, email, and online channels.
• Proof orders for order accuracy; answer customer and sales inquiries inclusive of; shipping/delivery dates, order changes/cancellations, etc.
• Interact with customers and internal departments to confirm customer requirements, obtain quotes, regulatory documents, and request part numbers to ensure customer satisfaction.
• Serve as the liaison between the business, the sales organization and our customers.
• Problem resolution including order management, as well as process improvement recommendations to Operations that drive production schedules to meet customer needs.
• Effectively multi-task and manage a high volume of email and incoming calls.
• Accept and enter service calls; and notify technicians of customers’ needs when needed.
• Submits paperwork to manufacturing and sales to obtain correct work and price estimates
• Review of customer stock inventory to ensure product levels are maintained.
• Maintain records of releases and provides customer specific reports.
• Perform various clerical work such as data entry and filing
• Perform all duties safely following company policies and procedure
• Resolves customer complaints in a professional manner and enters them into Oracle and ETQ systems.
• Ability to work well both independently with minimal supervision as well as in a collaborative team environment.
• Will analyze, establish, and recommend customer centric solutions with professional demeanor, tact, and an ability to always maintain positive relationships with both our internal/external customers.
• Adheres to and complies with SAL Safety and Quality Management Systems in place, including but not limited to ISO9001: Current Edition, cGMP's, Forest Stewardship Council (FSC), Underwriters Lab (UL).
• Flexibility to work overtime when needed to meet business demands.
• Perform other duties as assigned.

Skills

Customer service

Communication skills

Critical thinking

Detail oriented

Microsoft Office

ERP systems

Education

Associate degree (A. A.) or two-year college equivalent

Tools

Oracle

Microsoft D365

ERP software

Job description

SATO America LLC is seeking a detail-oriented Customer Service Representative II in Romeoville, IL. The role focuses on exceptional customer service, handling inquiries, and coordinating with sales and manufacturing to fulfill orders.

You will proof orders, answer questions on shipping, changes, and pricing, and support continuous improvement while maintaining compliance with ISO9001 and other standards.