Customer Services Specialist (ERP/CRM)

Job Title: Customer Services Specialist (ERP/CRM)

Pay Rate: $25/HR

Duration: 6 months

Location: Buffalo Grove, IL - First 3 weeks on-site for training, thereafter hybrid [Tues and Wed onsite]

Shift: 8 am – 5 pm

We are looking for a Customer Services Specialist (ERP/CRM).

• Field customer inquiries over the phone or via email. Provide user support on the online catalog and ordering platform
• Spend half the day on phones in a call center environment, with the other half focused on email and other required tasks.
• Manage incoming Salesforce mailboxes/queues and provide timely, professional responses.
• Execute SAP daily transactions, which include order entry, status, returns, credits, debits, and quotes.
• Prioritize the daily workload of internal & external customer inquiries, including recognizing urgency and acting accordingly.
• Provide long-term resolutions to our customers, often through creative problem-solving and collaboration across various functions.
• Research issues and questions using available information and resources.
• Identify, redirect, and/or escalate problems to appropriate resources per customer support procedures.
• Fully utilize CRM, logging all customer contacts with thorough details.
• Work with 3rd party suppliers on order execution, returns, customer inquiries, product selection, and timely order status resolution.
• Monitor and support online real-time chat requests

Requirements:

• High School degree or state-recognized GED. An associate's degree, bachelor’s degree is preferred
• 2 years of practical Customer Support experience
• ERP experience (SAP is preferred)
• CRM experience (Salesforce is preferred)
• Experience with Microsoft Office applications
• Verbal and written communication skills in English
• Ability to address customer inquiries/escalations
• Professionalism and excellent customer service skills
• Desired - Prior exposure to the HVAC/Building Automation & Fire Safety customer segment.