We are hiring a Customer Service Representative!

Job Description

We are seeking a Customer Service Representative who will be responsible for accurately entering orders for both B2B and direct-to-consumer channels, verifying account details, and providing operational support to the sales team. The role involves tracking shipments, managing investigations and claims, and communicating with clients about shipping details and promotions.

Responsibilities

• Accurately enter orders received via email and fax.
• Verify account numbers and shipping addresses; provide order confirmations.
• Support the sales team to ensure seamless order processing.
• Track shipments using UPS or other carriers and manage investigations and claims.
• Communicate shipping dates, potential delays, and other pertinent information.
• Offer additional promotions or specials when applicable.
• Create replacement orders and authorize no-charge shipping when necessary.
• Accept payments over the phone, verify details, and forward to Accounts Receivable.
• Prepare and complete customs documentation for international shipments.
• Coordinate with the warehouse for inventory availability.
• Identify and communicate special shipping or handling requirements.
• Handle customer complaints and propose effective solutions.
• Report customer information updates to the appropriate team member.
• Process customer returns, including credits and billing adjustments.
• Adjust credit amounts based on purchase history or promotions.
• Respond promptly to phone calls and emails.
• Maintain regular attendance and punctuality.
• Perform other duties as assigned.

Essential Skills

• High school diploma or GED required.
• Minimum 2+ years of call center/customer service experience with 40-60 calls daily.
• Proficiency with Microsoft Office Suite (Excel, Word).
• Ability to prioritize and multitask in a dynamic environment.
• Demonstrated ability to handle sensitive and confidential information.
• Exceptional attention to detail and follow-through.
• Professional and pleasant demeanor on calls and in written communication.
• Strong time-management skills and ability to work with minimal supervision.

Work Environment

This position is 100% on-site with working hours from Monday to Friday, 9am-6pm, or 9:30am-6pm if taking a 30-minute lunch. Our work environment is vibrant, with opportunities for growth and advancement. The company hosts events like company picnics and offers a beautiful office space. We are committed to fostering an inclusive, diverse, and respectful culture, ensuring reasonable accommodations for individuals with disabilities.

Job Type & Location

This is a Contract to Hire position based out of Vernon Hills, Illinois.