Customer Solutions Representative

Job Title: Customer Service Representative

Location: Chicago, IL (Archer Heights Neighborhood)

Workplace: Hybrid (3 days onsite per month)

Hours: Rotating shifts (every 2 weeks) of 7 am – 3:30 pm and 8:30 am – 5 pm

Pay: $50K – $53K (dependent on experience)

Employment Type: Full-time, Salaried

About the Position

As a Customer Service Representative for our client in the Food and Beverage Manufacturing industry, you will play a key role in providing top-tier customer support, managing inquiries, resolving issues, and enhancing the overall customer experience. This role requires an individual who excels in communication, problem-solving, and building strong customer relationships. You will serve as a liaison between customers and various internal departments, ensuring smooth coordination and satisfaction across all touchpoints. From handling pre-sales inquiries to processing orders and assisting with collections and invoice payments, you will be instrumental in fostering customer loyalty and contributing to the company’s success.

Key Responsibilities

• Deliver clear, accurate, and timely communication with internal and external customers.
• Collaborate with departments such as Production, Logistics, Quality, and Accounting to research and resolve customer and internal queries.
• Respond to customer inquiries and feedback with urgency through multiple communication channels (phone, email, chat).
• Handle inbound and outbound communications related to order processing, product inventory, order tracking, and deliveries.
• Assist with order processing, returns, product substitutions, credit adjustments, and personalized label creation when necessary.
• Maintain in-depth knowledge of product offerings, promotional items, and business processes to provide expert guidance.
• Maintain accurate records of itemized statements and invoices.
• Communicate with customers to address overdue payments, offer solutions, and process manual credit card payments.
• Monitor and track overdue accounts, reconcile billing and payment histories, and resolve any discrepancies.
• Issue credit memos and collaborate with sales representatives to assist with past-due accounts.
• Manage daily tasks efficiently, with the flexibility to adapt to changing priorities.
• Use slower periods to follow up on open cases, process credits/refunds, or perform outbound collection tasks.
• Promote a collaborative and innovative work environment while demonstrating personal productivity and adherence to quality standards.
• Work as part of a team with integrity, respecting others’ opinions and working towards shared goals.

Qualifications:

• Education: Associate’s degree in Business, Communications, or a related field (required).

Experience:

• 3 years of experience in Account and Order Management, Call Center environment
• Ability to work in a fast-paced environment, handle multiple tasks, and manage pressure effectively.
• Prior experience learning complex systems and applying knowledge in real-world scenarios.

Skills:

• Proficiency in Microsoft Office Suite (required).
• Spanish fluency (preferred).
• Experience with SAP and Salesforce (preferred).
• Exceptional accuracy and attention to detail; reliable, self-motivated, and strong in follow-up.
• Demonstrated ability to manage multiple priorities in a fast-paced, dynamic environment with evolving business demands.
• Ability to navigate multiple systems and applications to research and resolve issues.