Order Fulfillment & Customer Care Specialist

Focus; Schaumburg (IL); On-site; USD 40,000 - 54,000; Full time

Job summary

Focus is seeking a Customer Service Representative in Schaumburg, IL on-site to be the primary contact for orders, inquiries, returns, and complaints, coordinating with Sales, Planning, Operations, Logistics, Warehouse, and Finance to meet commitments.

The role supports accurate order processing, pricing validation, timely acknowledgments, and cross-functional execution in ERP/CRM systems with careful documentation.

Qualifications

• Bachelor's degree in Business, Supply Chain, Operations, Customer Service, or related field preferred; or 5 years of experience in customer service, sales support, order management, or supply chain.
• Experience in manufacturing, packaging, films, converting, labels, or industrial products is an advantage.

Responsibilities

• Receive, review, and process customer purchase orders accurately and promptly.
• Enter sales orders into the applicable ERP and CRM systems within established turnaround expectations.
• Verify customer, product, quantity, pricing, ship-to, freight, and other order requirements before processing.
• Issue timely order acknowledgments and communicate order status, delivery schedules, delays, or changes.
• Coordinate with Sales, Planning, Operations, Logistics, Warehouse, and Finance to support order fulfillment.
• Maintain complete and accurate customer and order records.
• Forward applicable slit-and-sell purchase orders to the planning team and maintain the shared tracking file.
• Monitor planning completion and follow up on open activities that may affect order execution.
• Escalate planning or processing delays that may affect customer commitments.
• Use shared trackers as the single source of truth and maintain current status updates.
• Receive and document customer return requests and quality-related complaints.
• Coordinate with Quality, Sales, Warehouse, Operations, and Finance through investigation, return receipt, credit, and closure.
• Track open complaints and returns and provide timely status updates.
• Ensure data entered in ERP, CRM, and shared files is accurate, complete, and current.
• Follow established controls, approval requirements, standard operating procedures, and service timelines.
• Identify recurring process gaps and elevate them for corrective action.

Skills

Written communication

Verbal communication

Attention to detail

Organization

Problem-solving

Customer focus

Education

Bachelor's degree / 5 years experience

Tools

ERP/CRM systems

SAP

Salesforce

Microsoft Excel

Job description

Focus is seeking a Customer Service Representative in Schaumburg, IL on-site to be the primary contact for orders, inquiries, returns, and complaints, coordinating with Sales, Planning, Operations, Logistics, Warehouse, and Finance to meet commitments.

The role supports accurate order processing, pricing validation, timely acknowledgments, and cross-functional execution in ERP/CRM systems with careful documentation.