National Customer Service Representative

About the role

We are seeking a Customer Service Representative (CSR) to join our National Team. The CSR serves as the primary point of contact for customers, handling inquiries, resolving issues, and delivering outstanding support. This full‑time position is based in Romeoville with a Monday‑through‑Friday schedule, 8:00 am – 5:00 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 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 sales with accuracy and timeliness in the ERP platform.
• Identify opportunities for process improvements to enhance the customer experience.
• Document interactions in the CRM and monitor KPIs in PowerBi dashboards.

Required profile

• Bachelor’s degree or equivalent experience in a B2B customer service role.
• Excellent verbal and written communication 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

• ERP
• CRM
• PowerBi