Customer Service Representative

Customer Service Representative at Sterling Engineering Customer Service Representative at Sterling Engineering in Hoffman Estates, Illinois Posted in 3 days ago.

Type:

full-time

Job Description:

Customer Service Associate Position Summary The Customer Service Associate is responsible for delivering high-quality service to both internal and external customers by managing order processing, handling inquiries, and ensuring accurate and timely fulfillment of customer requirements. This role supports customer satisfaction by responding to inquiries via phone, email, and chat, resolving issues, and providing product, billing, and order-related information. This position also supports internal process improvements, maintains product and FAQ documentation, and collaborates cross-functionally to ensure smooth operations and continuous improvement. Key Responsibilities Respond to customer inquiries via phone, email, and chat in a professional and timely manner Process customer orders, changes, cancellations, and account setup requests Provide accurate information on product availability, pricing, billing, and delivery timelines Manage account activity for professional and retail customers, including retailers, brokers, and dealers Handle inbound and outbound communications, including follow-ups and issue resolution Research and resolve order, shipping, product quality, and billing issues (credits/debits, deductions, etc.) Document all customer interactions and transactions accurately in internal systems Support product complaints and ensure compliance with QA procedures Maintain and update internal FAQs, product information, and shared documentation Collaborate with sales, operations, and customer service teams to address customer needs Promote sales programs and identify opportunities to support revenue growth Assist with projects, process improvements, and system enhancements (ERP/CRM tools) Maintain a positive customer experience and strong cross-functional relationships Qualifications Education & Experience High school diploma required; college coursework preferred 5+ years of customer service experience (contact center or manufacturing environment preferred) Systems & Technical Skills Experience with ERP systems (AS400/PRMS, Microsoft Dynamics, or similar) Contact center platforms (e.g., Five9; handling 50-75 calls/day) EDI experience preferred Proficiency in Microsoft Office (Excel, Word) Strong data entry and order management experience Core Competencies Strong verbal and written communication skills (Spanish a plus) Detail-oriented with strong time management and organizational skills Customer-focused with a proactive, problem-solving mindset Ability to prioritize tasks and work independently Quick learner with adaptability in a fast-paced environment Additional Expectations Meet departmental performance and response time standards Maintain a professional, positive attitude with all customers and team members Support team initiatives and provide backup coverage as needed Contribute to a safe, organized, and compliant work environment Perform additional duties as assigned