itle: Customer Service Specialist

Location: Vernon Hills, IL

Hire Type: Contract-to-Hire, Hybrid work schedule

Pay Rate: $20.00/hour (W2, with employee benefits)

Overview:

Sterling has helped build careers for thousands of professionals like yourself. Our expert recruiters support you at every step in the process and as a Best of Staffing company, Sterling provides exciting work with exceptional employers across the U.S.

As a contract employee of Sterling, you are eligible to receive a Full Employee Benefits Package that includes paid time off, paid holidays, 3 medical plans to choose from, dental & vision plans, 401(k), and an Employee Stock Ownership (ESOP) plan.

Job Summary:

Customer Experience Specialists are responsible for working through multiple service channels to consistently provide the highest level of customer satisfaction. This role is a key member of the Customer Experience center of excellence, responding to all of our scientific customers around the world.

Job Duties:

Supporting customers via e-mail, phone, and other channels.

Actively listen and identify customer needs and concerns to effectively provide top tier service.

Investigates customer inquiries and identify proper course of action.

Attends vendor and department meetings for continued learning including product training, product documentation, product compliance and other functions that relate to work duties.

Responsible for providing product documentation support including manuals, data sheets, quality certificates and others as needed.

Assists customers in buying decisions, consistently recognizing, and offering cross-sell/upsell opportunities.

Processes and updates customer orders/quotes and/or changes orders/quotes in a timely and accurate manner meeting departmental productivity metrics.

Responds to post-order customer service requests such as handling customer issues and complaints; returns and communicates anticipated delays and actions being taken to provide a resolution in a timely manner. Makes returns/or replacement decisions to resolve customer issues or complaints as needed.

Responsible for national security requirements and export compliance of all transactions.

Performs other duties as assigned.

Qualifications:

Minimum of a High School Diploma is required.

3 to 6 months of prior customer service experience preferred.

Proven ability using the Internet and Microsoft Office (Outlook, Word, Excel, PowerPoint), with ability to learn other software as needed.

Aptitude to learn and comprehend scientific vocabulary/terminology.

Thrives in a fast-paced, collaborative environment, efficiently works under pressures, within deadlines or other time essential constraints.

Excellent communication skills, both written and verbal, to communicate to all levels of the organization clearly and concisely.

Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identify, national origin, disability, protected veteran status, or genetic information.