Customer Service Representative

7 hours ago

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

AFC Materials Group is 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 our multi-site structure, maintaining all lines of communication between customers and AFC, and providing excellent customer service.

Key Responsibilities
  • Respond to customer inquiries via phone, email, and chat in a timely and professional manner
  • Handle inbound sales lead calls to convert into sales
  • Process orders, changes, and cancellations accurately and efficiently
  • Maintain knowledge of product specifications, manufacturing processes, and inventory levels to provide informed assistance
  • Investigate and resolve customer problems
  • Track and follow up on customer orders and shipments to ensure on-time delivery
  • Contribute to continuous improvement initiatives to enhance customer experience
  • Build and maintain customer relationships
  • Work with outside success teammates to keep account activities updated through CRM
  • Prepare sales quotes
  • Confer with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments
  • Manage RMA & credits process
  • Answer questions from customers or individuals about company products
  • Provide 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
Why Work at AFC Materials Group?
  • Competitive salary
  • Comprehensive benefits package, including medical, dental, and vision coverage
  • Employee Assistance Program (EAP)
  • Company-paid life insurance
  • 401(k) retirement plan with company match
  • Generous paid time off (PTO) and 10 paid holidays, no waiting period
  • Opportunities for personal and professional growth within the organization
AFC's Core Values
  • DETERMINED: Strive to continuously improve
  • RESPECTFUL & POSITIVE: Supporting each other and working well together as a team
  • INNOVATIVE: Forward thinking towards process improvement
  • VOICE OF THE CUSTOMER: Delivering a consistent quality product, on time and complete
  • ETHICAL: Choosing to do the right thing
  • NIMBLE: Being flexible and responsive to challenges

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