Senior Customer Service Specialist

Fellowes Brands; Itasca (IL); Hybrid; USD 50,000 - 60,000; Full time

Benefits offered by this job

Annual incentive

Medical benefits

Job summary

Fellowes Brands in Itasca, IL seeks a Senior Customer Service Specialist to support key B2B customers. You will manage EDI orders in Oracle ERP, run Excel reports, respond to inquiries by phone and email, and coordinate with Sales, Forecasting and Traffic to meet order requirements.

We value strong communication, Excel skills, and the ability to multi-task in a fast-paced environment; contingent on performance, an annual incentive and comprehensive benefits are offered.

Qualifications

• 2-3 years in customer-facing role; preferably with B2B and Supply Chain experience
• Excellent written and oral communication skills
• Strong MS Office skills, emphasis on Excel; Oracle experience preferred
• Proven success in customer-facing role, meeting organizational and customer goals
• Strong time-management and organizational skills
• HS graduate, some college preferred but not required

Responsibilities

• Manage EDI orders within Oracle ERP, Run/prepare reporting through excel, and manage customer communication through e-mail and customer extranet sites
• Run reports daily and/or weekly to identify order exceptions and actions
• Work cross-functionally with Forecasting, Traffic, Distribution, APO and Credit to communicate and ensure execution of customer requirements
• Proactively communicate with customer regarding order confirmations and exceptions such as product availability, shipping schedule, etc.
• Provide timely phone and email support to B2B customers and Sales

Skills

EDI orders handling

Excel reporting

Communication skills

Time management

Oracle experience

Education

HS graduate

Tools

Oracle ERP

Job description

Description

Our most important asset is our people. Who we are, what we do, how we do it and why we are passionate are all centerpieces of why we succeed.

We are proud to be recognized:

• Among America’s Best Midsize Employers by Forbes in 2021, 2022, and 2024
• As a Chicago Tribune Top Workplace for four consecutive years (2021-2024)

We currently operate in-office Monday-Thursday, with an optional remote day on Friday.

The Senior Customer Service Specialist will provide superior customer service support to our key strategic B2B customers to meet all their order requirements. Proactively manage orders and exceptions such as pricing, label requirements, promotions, and shipping schedules, heavy emphasis on EDI orders and excel reporting. Work closely with other teams including Sales, Forecasting, APO and Traffic to ensure customer order needs are met and concerns are escalated and resolved. Provide timely customer reporting as needed. Must be organized and able to multi-task to manage ever-changing priorities based on customer needs and departmental expectations.

In This Role, You Will…

• Manage EDI orders within Oracle ERP, Run/prepare reporting through excel, and manage customer communication through e-mail and customer extranet sites
• Run reports daily and/or weekly to identify order exceptions and actions
• Work cross-functionally with Forecasting, Traffic, Distribution, APO and Credit to communicate and ensure execution of customer requirements
• Proactively communicate with customer regarding order confirmations and exceptions such as product availability, shipping schedule, etc.
• Provide timely phone and email support to B2B customers and Sales

What You Bring to the Team

• 2-3 years in customer-facing role; preferably with B2B and Supply Chain experience
• Excellent written and oral communication skills
• Strong MS Office skills, emphasis on Excel; Oracle experience preferred
• Proven success in customer-facing role, meeting organizational and customer goals
• Strong time-management and organizational skills
• HS graduate, some college preferred but not required

The hiring range for this position in Itasca, IL is $50,000 - $60,000. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills and experience, among other factors. An annual incentive may be provided as part of the compensation package, in addition to a full range of medical, financial and/or other benefits, dependent on the level and position offered. An overview of our benefits offering is available here: Fellowes Benefits Overview.

Fellowes Brands - A Family Business Since 1917

For over a century, Fellowes has been committed to positively impacting people through our culture, relationships and solutions. We have evolved toward relevance with each decade and generation, responding to a constantly changing world. Today, we are on an ambitious journey to grow our influence and impact in enhancing and maximizing work experiences worldwide. We are a “Brand on the Move” and remain committed to finding new ways to help people work better and feel better.

Visit our Careers Site: www.fellowesbrands.com/us/en/careers/Pages/overview.aspx

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Fellowes, Inc. does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Fellowes' property, and Fellowes will not be obligated to pay a referral fee. This includes resumes submitted directly to hiring managers without contacting the Talent Acquisition Department.

#LI-Onsite