Customer Service Representative - Hybrid

Customer Service Representative

SureWerx is a leading manufacturer of innovative safety, tool and equipment products and solutions. Since 1957, we've been trusted to keep all who use our products safe in even the most challenging environments. Today, our growing family of world-leading brands serves customers and partners across the U.S., Canada and Europe.

At SureWerx, you'll have the opportunity to challenge yourself in a supportive, growth-oriented culture of industry leaders. You'll help chart our future as we continue to expand into new products, services and markets. And we'll invest in your career development, enabling you to grow and succeed.

SureWerx continues to grow and as a result, we are looking for a Customer Service Representative. This position will report to the Director of Customer Experience. The Customer Service Representative will play a key role in maintaining day-to-day sales order input activities and providing support to the outside sales team.

This position is based in our Elgin office in the Chicagoland vicinity and is a full-time hybrid position with 2 remote days and 3 in-office days. Applicants must live within a reasonable commute distance to the Elgin, Illinois office.

Key Responsibilities:

• Process all sales orders by fax, email, and telephone, including confirmation of order details such as price, product availability, and quantity.
• Monitor and manage orders to ensure it reaches fulfilment stage in a timely fashion.
• Review and manage shipment discrepancies via report directly with end customer.
• Remain in constant communication between critical cross-functional teams such as but not limited to Field Sales, Warehouse, Inventory Management, and Supply Chain.
• Collectively work with team members on the shared team email inbox.
• Assist customers with relaying accurate and helpful product details, specs, applications and availability.
• Collaborate with other team members to ensure seamless customer experience.
• Facilitating requests for new ship-to locations and other account master maintenance requests
• Communicate and document any changes to customer policies and procedures in documents and CRM system.
• Resolve and execute all credits, debits, invoicing, shipment challenges, and pricing errors/discrepancies.
• Build rapport and strengthen communication link with various internal and external parties.
• Provide documentation to customers as required (invoice, POD, BOL, Customs, C of A).
• Recommend changes/improvements/enhancements to processes and procedures to improve departmental efficiencies. Work with cross-functional teams to ensure feasibility. Closely monitor such changes to ensure the desired result is achieved.
• Actively contributing to team meetings in terms of reporting and seeking ways to make improvements and efficiencies.
• Support department as required during absences or increased workload periods.
• Periodically answer, work through, and resolve incoming phone calls from customers in a friendly and professional manner on a daily basis (average of ~25 phone calls daily).
• Resolve customer challenges via email and or phone calls, regarding their inquiries, concerns, and complaints in a timely and satisfactory manner.
• Ability to think outside the box and deliver solutions when problems arise.
• Other duties as assigned to support the teams success.

Qualifications:

• Minimum of 2 years of B2B experience as an order processor and or customer service representative
• General knowledge of distribution best practices
• Familiar with and possessing a general understanding of customer hierarchy; sold-to, bill-to, ship-to, etc.
• Excellent computer skills, particularly in order processing with computer and database systems.
• Strong attention to detail, demonstrating a history of being highly detail-oriented and error-free.
• Effective time management skills to efficiently handle a high volume of PO's requiring entry in a fast-paced and ever evolving environment.
• Strong multitasking abilities, allowing for effective handling of multiple tasks simultaneously.
• Possesses a great sense of humor, contributing to a positive and enjoyable work atmosphere.
• Displays a positive attitude and exhibits excellent written and verbal communication skills in English.
• People-oriented mindset, capable of effectively working with individuals of diverse personalities.
• Friendly telephone manners and a customer-focused approach.
• Creative problem-solving abilities and a logical approach to resolving issues.
• Quick on your feet and a logical approach to problem solving.
• Ability to work well in a team, collaborating effectively with colleagues.
• Outstanding organizational skills, enabling efficient management of responsibilities.

SureWerx is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at SureWerx are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, Strategic, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. SureWerx will not tolerate discrimination or harassment based on any of these characteristics.

Applicants must have valid authorization to work in the United States for any employer and must not require, now or in the future, visa sponsorship or visa transfer.