Senior Customer Service Specialist, Interiors

Fellowes Brands; Itasca (IL); Hybrid; USD 37,000 - 41,000; Full time

Benefits offered by this job

Hybrid schedule

Training Fridays in office

Job summary

Fellowes Brands in Itasca, IL seeks a Senior Customer Service Specialist, Interiors to act as the primary relationship owner for customers, dealers, and sales partners in the region. You will collaborate with a nearby Customer Experience Specialist to ensure exceptional service, handle complex orders, and navigate escalations while balancing customer needs with business goals.

You will work in a hybrid environment with in-office Mondays through Thursdays and remote Fridays, with occasional

Qualifications

• 2+ years in customer experience, order management or customer-facing role.
• Strong CRM and relationship-building skills across multiple stakeholders.
• Excellent written and verbal communication; able to handle difficult conversations.

Responsibilities

• Own regional customer relationships with customers, dealers, and sales partners.
• Collaborate with Customer Experience Specialist to ensure exceptional regional service.
• Manage high volume of interactions, prioritizing complex issues and escalations.
• Guide issues to resolution with proactive, solutions-focused approach.
• Navigate complex orders and non-standard requests balancing customer needs and business goals.
• Lead communications during challenging situations with professionalism and urgency.
• Coordinate with sales, operations, logistics and product support to remove barriers.
• Identify process improvements to reduce customer effort and enhance experience.
• Share knowledge and support onboarding within the Customer Experience team.
• Build partnerships to strengthen loyalty and position Fellowes as a trusted partner.

Skills

Customer relationships

Communication

Problem solving

Prioritization

Attention to detail

Excel

Tools

Salesforce

NetSuite

Oracle

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.

Role Summary

As a Senior Customer Service Specialist, Interiors, you'll serve as a trusted partner and primary relationship manager for customers, dealers, rep groups, and sales partners across your assigned region. You'll play a critical role in delivering a seamless customer experience while navigating complex situations, solving problems, and ensuring customers have confidence in every interaction.

Working alongside a Customer Experience Specialist, you'll share ownership of your region's customer experience and act as a key resource for complex orders, escalations, and service challenges. Success in this role requires strong business acumen, exceptional communication skills, and the ability to think critically, anticipate customer needs, and confidently guide issues to resolution.

This role is ideal for someone who thrives in a fast-paced environment, enjoys solving difficult problems, and can balance strong relationship management with operational excellence.

Work Environment & Hours

We currently operate in-office Monday through Thursday and remotely on Fridays (note that some in-office Fridays will be required during training). Because collaboration and team support are critical to success in this role, in-office partnership and relationship building are highly valued.

The team works on staggered eight-hour shifts between the hours of 7am-6pm. Applicants must be available within these working hours.

In This Role, You Will…

• Serve as the primary relationship owner for customers, dealers, rep groups, and sales partners within your assigned region.
• Partner closely with a Customer Experience Specialist to ensure exceptional service, responsiveness, and support across the region.
• Manage a high volume of customer interactions while prioritizing complex issues, escalations, and service requests.
• Act as a trusted advisor by anticipating customer needs, identifying potential challenges, and proactively providing solutions.
• Navigate complex orders, customized solutions, and non-standard requests while balancing customer expectations with business objectives.
• Lead customer communications during challenging situations, resolving concerns with professionalism, urgency, and confidence.
• Collaborate with sales, operations, logistics, product support, and other internal stakeholders to remove barriers and drive successful outcomes.
• Continuously look for opportunities to improve processes, reduce customer effort, and enhance the overall customer experience.
• Share knowledge and best practices with teammates while helping support onboarding and development across the Customer Experience team.
• Build strong partnerships that strengthen customer loyalty and position Fellowes as a trusted business partner.

What You Bring to the Team

• A minimum of two (2) years of experience in customer experience, customer service, order management, account support, or another customer-facing role.
• Strong customer relationship management skills with the ability to build trust and credibility across a variety of stakeholders.
• Exceptional written and verbal communication skills, including the ability to navigate difficult conversations and communicate complex information clearly.
• Demonstrated problem-solving and critical-thinking abilities, with a proven track record of managing complex customer situations.
• Ability to anticipate needs, ask thoughtful questions, and provide complete solutions that minimize unnecessary follow-up.
• Experience managing multiple priorities in a high-volume, fast-paced environment where priorities can shift quickly.
• Strong organizational skills and attention to detail.
• Advanced proficiency in Microsoft Office, including Excel.
• Ability to travel locally as business needs require (e.g., to our Chicago showroom for client visits).

You May Also Have…

• Experience with Salesforce, NetSuite, Oracle, or similar systems (preferred but not required).
• Experience within contract furnishings, manufacturing, distribution, or other business-to-business environments (preferred but not required).Experience working with configurable, customized, project-based, or otherwise complex products and services (preferred but not required).
• Experience with government contracts, large customer programs, or other complex order environments (preferred but not required).

The hiring range for this position in Itasca, IL is $27/hour to $30/hour. 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.