Customer Service Representative

13 hours ago


Lake in the Hills, Illinois, United States AFC Materials Group Full time
Job Summary

We are seeking a highly motivated and customer-focused individual to join our team as an Inside Customer Success Team Member. In this role, you will be responsible for overseeing the day-to-day activities of the multi-site structure of AFC, while maintaining all lines of communication between customers and AFC. You will be expected to provide excellent customer service, following AFC's 59-59 standard.

Key Responsibilities

Responds to customer inquiries via phone, email, and chat in a timely and professional manner
Handles inbound sales lead calls to convert into sales
Processes orders, changes, and cancellations accurately and efficiently
Maintains knowledge of product specifications, manufacturing processes, and inventory levels to provide informed assistance
Investigates and resolves customer problems
Tracks and follows up on customer orders and shipments to ensure on-time delivery
Contributes to continuous improvement initiatives to enhance customer experience
Builds and maintains customer relationships
Works with outside success teammate to keep account activities updated through CRM
Prepares sales quotes
Confers with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments
Manages RMA & credits process
Answers questions from customers or individuals about company products
Provides support and feedback to the organization to promote

Requirements

High school diploma or General Education Degree (GED). Associate degree preferred.
Minimum of 2 years of customer service experience - Manufacturing experience preferred.
Advanced proficiency in Excel, Word, and Outlook.
Knowledge of manufacturing processes and terminology
Proficient communication skills and collaboration with other departments.
Must be an organized individual with a sense of urgency and prompt customer follow-up.
Customer/client focused. Good knowledge of market research techniques and databases.
Strong organizational skills, time management, and the ability to effectively prioritize and perform multiple tasks simultaneously.
Must be able to work on-site in Lake in the Hills, IL. No relocation assistance provided.

About AFC Materials Group

AFC Materials Group, based in Lake in the Hills, Illinois, is a global provider of high-temperature and non-stick solutions. Since 1988, we have focused on partnering with end users, distributors, and OEMs to solve their greatest production challenges. As a turnkey manufacturer, our capabilities include coating, converting, and fabrication of composite materials engineered for the most demanding applications. AFC has been a trusted name in the composites industry for over three decades. As an industry leader, we pride ourselves on our commitment to innovation, customer satisfaction, and delivering exceptional products to businesses across the nation.

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