Customer Service Representative

Company: NSK America Corp
Location: Hoffman Estates
Posted on: September 19, 2022

Job Description:

JOB OVERVIEW: This position is primarily responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department. This position will work as part of a team, and in the role, interact with other departments to provide a seamless service experience to our clients. The Customer Service Rep must be a highly-motivated individual who is eager to accept additional responsibilities when needed. This position will work onsite from our Hoffman Estates, IL office.ESSENTIAL FUNCTIONS:Provide thorough, accurate and ethical customer service support to our clientsDevelop and maintain strong relationships with clients and team membersAnswer and respond to calls and emails daily while consistently providing quality service, accurate information, solutions, and follow-through in a high-volume call environmentProvide timely and accurate information to incoming customer order status, pricing and availability, and product knowledge requestsProvide timely feedback to the company regarding service or customer concernsExecute daily transactions which may include order entry, returns, order changes, processing promotions, credits and any other assigned tasks according to established department policies and proceduresWork closely with the Warehouse and Accounting to coordinate no-charge lease, consignment, shipping, evaluation, and lab setsApply critical thinking and problem-solving skills to research, troubleshoot, and assist clients through our products; provide solutions to client concernsManage all incoming mailboxes and respond in a professional manner to all e-mail communications from customersProvide user support and customer service on all customer-related issuesManage day-to-day activities per customer requests that allows the sales team more opportunities to sellObtain and evaluate all relevant information to handle all inquiries and issuesProcess order and information entry with accuracy, efficiency and qualityTake ownership on customer issues, ensuring any customer complaints have been resolved in a satisfactory manner obtaining guidance/approval from management when necessaryWork with internal departments to meet all customer needs and satisfactionReview delivery schedules. Track and communicate any changes and potential service issues to the customerOffer suggestions/substitutions when items are backorderedPartner with the sales team to review customer needs and to meet and exceed customer's service expectationsFollow specific instructions and processes to maintain accurate call tracking logs; entries of contact with resolution details and follow-up information including, but not limited to details of inquiries, issues, actions taken, current state, etc.Conduct proactive customer calls to ensure high customer satisfactionAbility to support company products and inquiries and provide some technical supportAttain the established goals as a team member and individual contributor as communicated by managementInitiate internal communications and information related to the service of clients and the completion of their transactionsCreate customer Quotes as neededAbility, willingness, and comfort to engage with customersAttend and actively participate in department and team meetingsAssist with special projects such as Trial Demo programsRegular, reliable, attendance in the officeOther duties as assignedQUALIFICATIONS:Bachelor degree or equivalent work experiencePrevious experience working in a high-volume customer service function3 to 5 year's customer service experienceExperience with Salesforce is preferredCORE COMPETENCIES:Passion for excellent customer service and desire to do important work in an environment of changeStrong communicator, excellent active listening and interpersonal skills, verbal and written skills are critical in this roleAttention to detail and ability to multitaskExcellent time management skills; highly organized and efficientSelf-motivation and self-management skills are essentials in our environmentMust possess a positive attitudeAbility to work with all areas of the business including warehouse and sales personnelAbility to work in an environment with client driven volumes and activitiesStrong customer service advocacy and problem-solving skillsAptitude for learning and applying new systemsAdaptive to changeMust have a driving team ambition and be goal orientedCope effectively and is productive under work stress Work collaboratively in a team environmentAbility to build effective working relationships with staff and other resources inside and outside of the organizationTechnical CapacityPHYSICAL DEMANDS:Actions of the position include: speaking, hearing, sitting, standing, walking and bending as well as hand/arm movements such as grasping, reaching, pulling and typing. Ability to lift at least 15 lbs.PI191920094

Keywords: NSK America Corp, Hoffman Estates , Customer Service Representative, Hospitality & Tourism , Hoffman Estates, Illinois