Major Areas of Responsibility / Essential Functions* Build strong relationships with customers by providing superior service and attending to their needs in a polite, timely, and friendly manner.* Process customer orders and follow up to ensure fulfillment.* Analyze customers' needs and responddirectly or refer to other departments as appropriate.* Provide updates to internal teams on customer needs and factors that contribute to customer satisfaction; may support customers that are more complex or critical or assist with customer relationship building.* Perform multiple tasks in a fast-paced work environment.* Exercise sound judgment in resolving order exceptions, fulfillment challenges, pricing discrepancies, and customer accommodation requests within established guidelines.Specific Responsibilities* Receive and process a high volume of order requests from customers via telephone, chat, and e-mail, maintaining 99.8% accuracy in a fast-paced environment.* Enter orders into the order management/ERP system (NetSuite), arrange payment and shipping, and generate invoices.* Process credit card payments in a timely manner.* Assist customers with RMAs and warranties, and act as a customer care advocate for critical accounts, managing escalations through resolution by coordinating with Sales, Operations, Logistics, Engineering, and Finance as needed.* Demonstrate knowledge of the complete product line when assisting customers with product selection and orders.* Apply familiarity with ERP or CRM systems such as Salesforce, Siebel, NetSuite, or similar platforms.* Support customer procurement platforms including Coupa, Ariba, SAP, and EDI by troubleshooting transaction issues and ensuring successful order processing.* Investigate recurring customer, order, fulfillment, invoicing, and onboarding issues; identify root causes and recommend corrective actions and process improvements.* Maintain and update departmental procedures, workflows, templates, and customer service documentation to support consistency, operational effectiveness, and team communication.* Review order entries, transactions, and processes for accuracy using established checklists; support initiatives designed to reduce errors and improve quality.Required Knowledge, Skills and Abilities* High level of accuracy and attention to detail, with a demonstrated ability to ensure proper billing, invoicing, and shipment procedures, maintaining 99.8% accuracy in order entry.* Minimum of 2 years of experience in order entry, invoicing, or customer service roles requiring high data accuracy.* Moderate proficiency in Microsoft Excel, including data entry, basic formulas, and data review.* Awareness and practical use of Claude or equivalent AI-assisted tools to improve efficiency, documentation, or customer support processes.* Excellent verbal and written communication skills, with a strong sense of urgency and the ability to prioritize and respond promptly to customer requests.Education and ExperienceHigh school diploma or equivalent, plus 2-5 years of experience in a customer service capacity. Practical knowledge of Microsoft Word, Excel, and related software applications is required. Knowledge of an ERP (enterprise resource planning) system is highly desirable.Physical DemandsNone specified.Work EnvironmentHybrid available: 2 days WFH, 3 days onsite in Schaumburg, ILBenefits* Health, Dental, Vision* Employer-Paid Life/STD/LTD* 401(k) with Company Match* Employee Stock Purchase Program* Educational Assistance* Competitive PTO Package and Paid Company Holidays* Wellness ProgramBehavioral AssessmentIn addition to supplying your resume, we ask that you complete our Behavioral Assessment through Predictive Index at the following link: Complete the assessment in a quiet place, free from interruption, in one session.* Take as much time as you wish to complete the assessment - it typically takes less than 7 minutes.* Please use one of the following browsers: Firefox, Safari, or Chrome.