Customer Service Specialist, Senior

Aurora, IL

SUMMARY: The Senior Customer Service Specialist brings together a passion for exceptional customer experiences with the strategic mindset of a project manager. This key role manages assigned customer accounts and supports special project management activities. Reporting to the Customer Service Manager, this role handles the full order lifecycle - from quote to fulfillment - while ensuring activities are delivered professionally and on time.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Account Management (Primary Focus)

• Build and maintain strong customer relationships across assigned product lines
• Serve as the primary point of contact for quotes, purchase orders, pricing, lead times, and product inquiries
• Anticipate customer needs and proactively communicate updates, changes, or relevant information before issues arise
• Coordinate with Operations, Sales, Marketing, and Product Management to support customer needs and resolve fulfillment issues
• Proactively follow up on leads and inquiries, including those from the website and events
• Keep customers informed of new products, updates, and promotions
• Prepare custom reports, open quote summaries, and open order tracking as needed
• Support the Customer Service Manager on special projects and department initiatives, serving as a knowledgeable backup capable of maintaining department operations in their absence

Project Management

• Lead and manage customer service initiatives from planning though execution, including cross-functional coordination with sales, operations and product teams
• Monitor new bookings and develop and maintain project plans to support on-time completion
• Document project outcomes and identify lessons learned to inform future efforts
• Assist the Installation Project Manager when needed, including coverage during absences, by scheduling materials for installation crews and customers, processing closeout packages, and handling invoicing

General

• Continuously evaluate existing workflows and identify opportunities to streamline operations, reduce friction, and improve the customer experience
• Document and maintain department procedure
• Perform other duties as assigned

ACCOUNTABILITIES

• Customer sales order entry and customer account management
• Project management duties
• Collaborate across internal departments to ensure customer satisfaction

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and/or ability required.

• 5+ years of experience in customer service or account management, required; experience in the telecommunications industry preferred
• Project management experience or exposure is a plus
• Bachelors Degree is preferred
• Demonstrated ability to manage multiple priorities simultaneously in a fast-paced environment
• Strong organizational skills with the ability to work independently and as part of a collaborative team
• Excellent written and verbal communication skills, including the ability to convey complex information clearly to a diverse audience
• Proficiency in Microsoft Excel, Word, project management software and/or CRM tools
• SAP experience preferred
• A passion for delivering premier customer experiences and a proactive approach to problem-solving
• Ability to analyze processes and recommend improvements to increase efficiency and effectiveness

PHYSICAL DEMANDS: The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Full time, in office position, located in Aurora IL headquarters (Naperville area)
• Required to sit, stand, bend and walk regularly; lift and/or move up to 25 pounds
• Visual and auditory ability sufficient for written and verbal communication
• The noise level in the work environment is usually moderate

Salary Range: $65,000 -$80,000