Hybrid Customer Care Specialist (West Team)

ASC Engineered Solutions, LLC; Romeoville (IL); Hybrid; USD 42,000 - 52,000; Full time

Job summary

ASC Engineered Solutions, LLC is seeking a Customer Care Representative for our West team in Romeoville, IL. This hybrid, full-time role focuses on delivering outstanding customer service and resolving inquiries across phone, email, and live chat.

You will work with outside sales to address product questions, process RFQs, and manage RMAs in our ERP/CRM systems while continuously improving the customer experience.

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 proficiency; 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 escalate 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

Customer service

Communication

Conflict resolution

Problem solving

Calm under pressure

Adaptability

Education

Bachelor's degree or equivalent

Tools

ERP experience

CRM experience

Job description

ASC Engineered Solutions, LLC is seeking a Customer Care Representative for our West team in Romeoville, IL. This hybrid, full-time role focuses on delivering outstanding customer service and resolving inquiries across phone, email, and live chat.

You will work with outside sales to address product questions, process RFQs, and manage RMAs in our ERP/CRM systems while continuously improving the customer experience.