Customer Service Representative – West Team

About the role

We're currently seeking a Customer Service Representative (CSR) to join our West Team. In coordination with our outside sales team, the CSR is the primary point of contact for customers, handling inquiries, resolving issues, and delivering outstanding support. The position is based in Romeoville with a Monday‑through‑Friday schedule, 10:00 am – 7:00 pm.

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 and concerns with patience, empathy, and efficiency.
• Process RMAs, credits, and debits in the company portal/CRM.
• Collaborate cross‑functionally to address customer needs 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.
• Stay up to date on product/service offerings, policies, and procedures.
• Accurately document customer interactions and transactions in ASC’s CRM system.
• Build credibility and trust with the assigned customer base while influencing buying decisions.
• Monitor KPI’s in PowerBI dashboards to ensure best‑in‑class service.
• Perform other duties as assigned.

Required profile

• Bachelor's degree or equivalent work experience in a B2B Customer Service role.
• Excellent verbal and written communication skills, including conflict resolution.
• Strong problem‑solving abilities with a customer‑focused mindset.
• Ability to remain calm and composed under pressure.
• Proficiency working in an ERP; CRM experience is a plus.
• Flexibility to work in a fast‑paced environment and adapt to changing priorities.

Required skills

• ERP
• CRM
• PowerBI