Customer Service Representative Handling Systems International, Inc. Bedford Park, IL Job Details Full-time $55,000 - $70,000 a year 11 hours ago Benefits 401(k) Qualifications Email customer support Managing clients in a customer support role Manufacturing Manufacturing company experience Client interaction via phone calls Full Job Description Customer Service Representative - Handling Systems International Position Summary Handling Systems International (HSI) is seeking a highly organized, professional, and customer-focused Customer Service Representative to serve as a primary point of contact for our customers. This position supports customers before, during, and after the sale . Responsibilities range from handling general product and company inquiries to assisting customers with existing orders, order status, documentation, replacement parts, shipping information, warranty inquiries, and other customer needs. HSI manufactures custom overhead cranes and material handling systems, so this is not a traditional call-center customer service position. Our customers are primarily industrial and manufacturing companies, distributors, contractors, and equipment dealers. The successful candidate must be comfortable working with technical products and coordinating with multiple departments to get customers accurate and timely answers. Key Responsibilities Answer incoming customer phone calls and emails and determine how best to assist each customer. Handle general customer inquiries regarding HSI products, capabilities, services, lead times, company information, and processes. Assist prospective customers with initial inquiries and route sales opportunities to the appropriate salesperson when necessary. Help customers identify the appropriate HSI contact, product, department, or service for their needs. Provide support to customers throughout the entire order process. Respond to questions regarding quotations, purchase orders, approval drawings, order status, production schedules, expected ship dates, freight, installation, and other order-related matters. Coordinate internally with Sales, Engineering, Purchasing, Production, Shipping, Installation, and Accounting to obtain information requested by customers. Receive customer complaints or concerns, gather the necessary information, and coordinate internally to resolve the issue. Provide shipment status, tracking information, freight details, and delivery information when available. Help customers locate previous orders using PO numbers, HSI job numbers, serial numbers, or other identifying information. Maintain accurate records of customer conversations, requests, open issues, and commitments. Follow up on open customer requests to ensure issues do not fall through the cracks. Escalate urgent, technical, commercial, or sensitive customer issues to the appropriate HSI personnel. Develop a working knowledge of HSI's overhead cranes, jib cranes, gantry cranes, workstation cranes, runway systems, hoists, replacement parts, and related products. Assist Sales and other departments with customer-facing administrative responsibilities as needed. Their responsibility is to own the customer inquiry until it is resolved. Qualifications This candidate should have 3-5+ years of customer service, inside sales, order management, or manufacturing experience . Manufacturing experience would be a major plus, particularly someone coming from industrial equipment, steel fabrication, machinery, electrical equipment, construction products, material handling, or another engineered-product business. More important than crane knowledge would be: Excellent phone and email communication Very strong follow-through Comfortable dealing with demanding customers Ability to juggle a large number of open items Ability to learn technical terminology Good judgment about what they can answer themselves versus what needs to be escalated Comfortable working with Sales, Engineering and shop personnel Ability to read quotations, POs and basic drawings ERP/CRM experience A personality that will chase an answer internally instead of waiting for someone to respond

Pay:

$55,000.00 - $70,000.00 per year

Benefits:

401(k)

Work Location:

In person