Customer Service Representative – Central Region

About the role

We're currently seeking a Customer Service Representative (CSR) to be the primary point of contact for our customers in the Central Region. Working closely with the outside sales team, you will address inquiries, resolve issues, and provide outstanding support to ensure customer satisfaction. This full‑time position is based in Romeoville with a Monday‑through‑Friday, 8 am‑5 pm schedule.

Key responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and live chat, aiming for first‑contact resolution.
• Assist customers with product and service questions, technical issues, and account management.
• Resolve complaints with patience, empathy, and efficiency.
• Process RMAs, credits, and debits in the company portal/CRM.
• Collaborate cross‑functionally and escalate complex issues when necessary.
• Process RFQs from customers and outside sales accurately and timely in the ERP platform.
• Identify opportunities for process improvements to enhance the overall customer experience.
• Document customer interactions and transactions in ASC’s CRM system.
• Monitor KPIs in PowerBI dashboards to ensure best‑in‑class service.

Required profile

• Bachelor's degree or equivalent experience in a B2B customer service role.
• Excellent verbal and written communication skills with conflict‑resolution ability.
• Strong problem‑solving mindset and ability to stay calm under pressure.
• Flexibility to work in a fast‑paced environment and adapt to changing priorities.

Required skills

• Proficiency with ERP systems.
• Experience using CRM platforms.
• Familiarity with PowerBI for reporting and KPI monitoring.