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.