Customer Service Representative

2 months ago

Chicago, United States North Bridge Staffing Group Full time

Job Title: Customer Service Representative

Location: Chicago, IL (Archer Heights Neighborhood)

Workplace: Hybrid (3 days onsite per month)

Hours: Rotating shifts (every 2 weeks) of 7 am - 3:30 pm and 8:30 am - 5 pm

Pay: $50K - $53K (dependent on experience)

Employment Type: Full-time, Salaried


About the Position

As a Customer Service Representative for our client in the Food and Beverage Manufacturing industry, you will play a key role in providing top-tier customer support, managing inquiries, resolving issues, and enhancing the overall customer experience. This role requires an individual who excels in communication, problem-solving, and building strong customer relationships. You will serve as a liaison between customers and various internal departments, ensuring smooth coordination and satisfaction across all touchpoints. From handling pre-sales inquiries to processing orders and assisting with collections and invoice payments, you will be instrumental in fostering customer loyalty and contributing to the company's success.


Key Responsibilities

  • Deliver clear, accurate, and timely communication with internal and external customers.
  • Collaborate with departments such as Production, Logistics, Quality, and Accounting to research and resolve customer and internal queries.
  • Respond to customer inquiries and feedback with urgency through multiple communication channels (phone, email, chat).
  • Handle inbound and outbound communications related to order processing, product inventory, order tracking, and deliveries.
  • Assist with order processing, returns, product substitutions, credit adjustments, and personalized label creation when necessary.
  • Maintain in-depth knowledge of product offerings, promotional items, and business processes to provide expert guidance.
  • Maintain accurate records of itemized statements and invoices.
  • Communicate with customers to address overdue payments, offer solutions, and process manual credit card payments.
  • Monitor and track overdue accounts, reconcile billing and payment histories, and resolve any discrepancies.
  • Issue credit memos and collaborate with sales representatives to assist with past-due accounts.
  • Manage daily tasks efficiently, with the flexibility to adapt to changing priorities.
  • Use slower periods to follow up on open cases, process credits/refunds, or perform outbound collection tasks.
  • Promote a collaborative and innovative work environment while demonstrating personal productivity and adherence to quality standards.
  • Work as part of a team with integrity, respecting others' opinions and working towards shared goals.


Qualifications:

  • Education: Associate’s degree in Business, Communications, or a related field (required).


Experience:

  • 3 years of experience in Account and Order Management, Call Center environment
  • Ability to work in a fast-paced environment, handle multiple tasks, and manage pressure effectively.
  • Prior experience learning complex systems and applying knowledge in real-world scenarios.


Skills:

  • Proficiency in Microsoft Office Suite (required).
  • Spanish fluency (preferred).
  • Experience with SAP and Salesforce (preferred).
  • Exceptional accuracy and attention to detail; reliable, self-motivated, and strong in follow-up.
  • Demonstrated ability to manage multiple priorities in a fast-paced, dynamic environment with evolving business demands.
  • Ability to navigate multiple systems and applications to research and resolve issues.

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