Customer Service Representative

Now Hiring! Customer Service Representative
Location: Lockport, IL 60441
Schedule: Full Time; Onsite Job Summary: As the Customer Service Representative, you will play a crucial role in responding to customer inquiries through various channels, providing non-technical problem resolution, and ensuring customer satisfaction. This position involves processing orders, ensuring an understanding of shipping & payment terms, managing the Return Merchandise Authorization (RMA) process, addressing complex or unusual requests, analyzing customer service needs, and collaborating with internal teams to deliver effective solutions. The Customer Service Representative utilizes a customer relationship application to record activities, research product information, and contribute to maintaining a high level of customer satisfaction. What You’ll Do :

• Enter orders, including Return Merchandise Authorizations (RMA), into SAP.
• Respond to order email inquiries and send order confirmations to customers.
• Communicate with production regarding ship dates and update/revise orders accordingly.
• Answer phone calls, return calls promptly, and provide timely and accurate information to customers.
• Answer emails from customers promptly and provide timely and accurate information.
• Use effective communication skills to address customer inquiries via email, telephone, or chat.
• Create, file, and scan customer documents as needed into the financial system.
• Generate delivery and packing slips, tracking information, order confirmations, and commercial invoices.
• Export ACE for international shipments online to obtain ITN for exporting.
• File lost and damage claims for international shipments.
• Create proforma commercial invoices for international transactions.
• Resolve complex or unusual customer requests, providing customized solutions as needed.
• Analyze customer service needs and refer to other service or technical departments for follow-up or additional information.
• Stay informed about the company's products, features, and updates to provide accurate and up-to-date information to customers.
• Actively seek customer feedback on products, services, and overall satisfaction, and relay this information to relevant departments for continuous improvement.
• Assist in the training of new customer service team members, sharing knowledge and best practices to ensure consistency in service delivery.
• Implement strategies to enhance customer retention, such as loyalty programs or special promotions, in collaboration with the marketing and sales teams.
• Perform other related duties as assigned.

What's in it for You:

• Medical, Dental, Vision Benefits
• Competitive Base Compensation
• Accrued PTO Plan
• Career advancement opportunities in an expanding company

What You’ll Need :

• Strong customer service orientation with the ability to address customer inquiries effectively and provide resolutions.
• Excellent communication skills for clear and concise interaction with customers and internal teams.
• Proficient in order entry and coordination, with experience using SAP and CRM systems.
• Ability to analyze customer needs and resolve issues in a timely and efficient manner.
• International Shipping Knowledge: familiarity with export procedures, including ACE filing for international shipments.
• Detail-oriented with strong organizational and record-keeping abilities.
• High school diploma or equivalent.
• 3-5 years of related experience in customer service or order management.

Who We Are?
Vitrek, a global leader in safety and electrical test equipment, solar and metrology systems, vibration/engine balancing systems, high-speed data acquisition, and real-time RF recording and playback solutions, is looking for a dynamic and experienced individual to join our team as the Customer Service Representative. With a diverse portfolio of clients including electronic, appliance, and automotive manufacturers, calibration and test labs, R&D departments, medical, aerospace, military, and lighting industries, Vitrek consistently provides the best equipment and top-notch support to meet their test, measurement, and high-speed data acquisition equipment needs.