Company Description

M45 Marketing Services is a small business in Freeport, IL. We are innovative, supportive, collaborative and our goal is to find the kind of thinking that generates ideas, uncovers opportunities and solves your problems. We offer you one-stop expertise to best promote your products to a diverse audience. In a nutshell, we give you the edge you need to win today. You get stellar ideas, down-to-earth solutions..

Our work environment includes:

• Modern office setting
• Food provided
• Flexible working hours
• Growth opportunities
• Wellness programs
• Lively atmosphere
• Safe work environment
• On-the-job training

Job Description

What You'll Do

The Customer Service Representative is a vital member of the Instron Professional Services Business Team. The role of this position is to be the initial point of contact for all incoming inquiries for Customer related activities. This position shares a responsibility with all groups/departments to continually strive to achieve and maintain the highest levels of customer satisfaction. Each Customer Service Representative has region responsibility to work with the Regional Manager and Field Service Engineers to assist them with maintaining their schedules, ensure the proper flow of time reporting along with updating and maintaining accurate information in both Astea and CRM/IFS databases.

• Receives, coordinates, monitors and dispatches all Customer requests for the Service Organization in order to assist customers and internal departments by following the established escalation procedures for call management based on the situation and contract/warranty status. Produces all routine system information reports to monitor the status of all field orders
• Maintains both the Service Management database as well as the IFS database by confirming and updating existing information obtained from service or sales requests and ensuring those systems are in synch. Responsible for setting up new customers in the IFS database and obtaining information such as W-9 and tax exempt certificates.
• Monitors (CRM/IFS) database daily to retrieve new sales orders and/or sales change orders to enter new or change existing installation service calls. Tracks status of sales orders and special customer order requests in order to update field service engineers for scheduling services.
• Handles a wide variety of situations and conflicts by effectively communicating the needs and concerns of the customer which may require escalation when appropriate.
• Provides administrative support to the field service organization by gathering information from a number of sources in order to quote customers and obtain purchase orders. The Service Support Administrator’s responsibility includes reviewing completed orders to ensure that information and pricing is correct.

Qualifications

What We're Looking For:

• Ability to follow directions accurately and finish tasks in a timely manner.
• Solid written and verbal communication skills. 
• Strong organizational skills, attention to detail, problem solving and solid judgment are essential. 
• Telephone and interpersonal skills are required to ensure calls are managed in a timely, friendly and courteous manner.
• Collaborates with a diverse group of individuals while showing independence in balancing and prioritizing their requests. 
• Requires experience at handling multiple work assignments concurrently and independently.
• Ability to adjust readily to change and adapt as needed.
• Forging strong relationships with customers.
• Experience with Skype, Microsoft Office, Outlook, Adobe and OpenScape.

Additional Information

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 4 hour shift
• 8 hour shift
• Monday to Friday
• Weekends as needed

Supplemental pay types:

• Bonus pay
• Commission pay
• Signing bonus
• Tips

All your information will be kept confidential according to EEO guidelines.