Customer Service Representative

Job Summary

The customer relationship specialist will provide outstanding service to customers via telephone and email interaction. This role requires strong organizational skills and Customer follow up is a must. Using your outstanding people skills and in-depth knowledge of company products, programs and processes, along with the ability to communicate effectively with customers as well as cross-functional stakeholders from inside and outside the company.

This is a full time, career-oriented role working onsite at our US headquarters in Aurora, IL. We provide a competitive hourly wage with full benefits and a monthly, team bonus program.

Essential Functions and Responsibilities

• Come to work with a positive and professional attitude.
• Work to achieve established budget goal.
• Achieve a minimum of 40-60 customer contacts inbound/outbound via calls and emails per day.
• Look to sign up new business in your area.
• Answer incoming customer phone calls and provide timely and accurate information concerning orders, returns, shipments, products, product availability, pricing and services.
• Process customer orders/changes/returns in accordance with established department policies and procedures.
• Identify, research and respond to customer issues in accordance with department response standards.
• Train new customers to use available company tools and processes.
• Disseminate customer feedback regarding product issues, service failures or other concerns to internal stakeholders.
• Establish, build, and maintain relationships based on consistent service delivery and trust
• Must participate in all training programs.

Core Competencies

·       Customer focus and service attitude (friendly, courteous and helpful).

·       Communication proficiency, including the ability to clearly converse in English on the phone and in email.

·       Effective research and problem-solving skills with special attention to details.

·       Ability to maintain a professional, calm demeanor under pressure

·       Be self-motivated and reliable, flexible, creative and team oriented. 

·       Able to produce work that is thorough and accurate.

·       Self-starter and self-motivated

Required Qualifications

·       Basic computer skills to include the ability to navigate screens, send and receive email, basic word processing and spread sheeting tasks and multi-task

·       Microsoft Office experience to include Outlook and Excel

·       Prior customer service experience

·       High School diploma, GED or equivalent

Preferred Skills

• Associate or bachelor’s degree preferred
• Industry experience (fabric, crafting, quilting) preferred, but not required

 Expected Hours of Work

This is a full-time position based on a 37.5 -hour workweek, Monday through Friday. Scheduled between 8:00 am and 4:30 pm. 

Travel

Occasional Travel may be required for Trade Shows and dealer event support.

Work Authorization

Must be authorized to work in the United States.

Other Duties

Please note that this job description is not designed to provide a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.