Customer Service Assoc

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 respond directly 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 Experience

High 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 Demands

None specified.

Work Environment

Hybrid available: 2 days WFH, 3 days onsite in Schaumburg, IL

Benefits

• 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 Program

Behavioral Assessment

In addition to supplying your resume, we ask that you complete our Behavioral Assessment through Predictive Index at the following link:

https://assessment.predictiveindex.com/B3WV/8eed55fa-2d82-4028-8f45-9163d494feb1?type=candidateba

Tips:

• 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.