Job Posting: Customer Service Representative

As a Customer Service Representative your goal is to work through multiple service channels to consistently provide a high level of customer service for all customers. S/he proactively identifies and addresses customer concerns or questions and either gathers the relevant information for the customer or directs the customer to the information and answers needed. The Customer Service Representative works closely with the Planning, Manufacturing, and Sales teams to ensure customer expectations are not only met but are consistently exceeded.

You will do this by:

• Uses the Epicor MRP system to enter orders and provide order confirmations for accounts as assigned.
• Uses the Epicor MRP system to provide information to customers and production on current and future orders and to address customer concerns as needed.
• Responds to customer inquiries regarding order status and expedites as needed.
• Uploads customer invoices to appropriate customer invoice portals.
• Order entry and management of web-based orders.
• Reviews order status reports and resolves order past due related to credit or other sales related holds.
• Utilizes effective probing and listening skills to identify customer issues and concerns proactively.
• Resolves customer problems promptly and accurately in a manner that will retain and promote customer loyalty.
• Works effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems.
• Fields Inbound Calls by answering customer inquiries and directing to correct departments as appropriate.
• General Administrative tasks as needed (mail distribution, ordering of office supplies, etc.)

KNOWLEDGE – SKILLS – ABILITIES

• Strong listening skills
• Possess good communication skills (verbal, written, presentation)
• Possess strong analytical skills
• Possess strong attention to detail and accuracy
• Always exhibits professionalism and high integrity
• Strong time management skills and ability to meet strict deadlines
• Ability to communicate with external and internal customers
• Solid organizational, problem-solving and research skills
• Ability to be self-directed and work independently

Required Qualifications:

• High School Diploma or equivalent
• 1-3 Years of Customer Service experience
• Proven experience using a computer, ERP systems, the internet, and MS Office products

Preferred Qualifications:

• Associates degree in Business, Marketing, Communications or related degree
• 1-3 Years of Customer Service experience in a manufacturing environment
• Experience working with Epicor

Physical | Visual Demands:

For many jobs, a standard office environment may be the setting.

• Majority of the business day is in a standard office environment, with some exposure to the manufacturing plant
• Occasional travel
• Occasionally may have to lift to 20lbs
• Considerable time may be spent sitting in front of a computer screen
• May be required to work over 40 hours per week

Work Environment:

• Moderate (Examples: business office with typewriters and/or computer printers, light traffic)

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Location: 5200 Zenith Parkway, Loves Park, IL 61111

Shift/Hours/Days: Ex: 1st Shift, Monday – Friday, Office hours 8:00am – 4:30pm

Benefits Package:

• Health, Dental and Vision Insurance
• Company Paid Short & Long Term Disability Insurance
• Life Insurance
• Critical Illness Insurance
• Prescription Drug Benefits
• 401(k) Retirement Savings Plan
• 10 Paid Holidays
• 12 days Paid Time Off minimum to start
• FSA (Health and/or Dependent Flexible Spending Account)
• And more!

Who we are:

At Fisher Barton, we combine years of experience across multiple industries to deliver unparalleled innovation. Our world-class talent understands the behavior of materials and develops leading-edge solutions that meet your unique needs. We’re more than a source for high-quality parts; Fisher Barton is your resource for the highest quality solutions you’ll find—anywhere.

Fisher Barton is an equal opportunity employer who welcome and encourages diversity in our workforce. Qualified applicants will be considered without regard to any status or characteristic protected by law.