Customer Service Representative - Hybrid

Customer Service Representative

Founded in 1957, SureWerx has a proven track record of success as a one-source supplier, known to US wholesale and independent distributors for delivering high-quality tools, equipment and safety products and services and be the best-in-class supplier of professional tools and safety equipment to workers. This same commitment extends into Canada and Europe. SureWerx USA Inc. is a leading supplier of professional tool, equipment and safety products for workers. SureWerx markets its products in the United States under the American Forge & Foundry®, Pioneer®, KneePro, Ranpro®, PeakWorks®, Sellstrom®, Jackson Safety and Wilson brands, Nautilus, Avenger, MEGA Comfort, NEOS brand and Oberon. SureWerx USA offers unparalleled access to its brands through its partner distributor network servicing the industrial, construction, safety, and automotive aftermarket in North America.

SureWerx continues to grow and as a result, we are looking for a Customer Service Representative. This position will report di rectly to the Director of Customer Experience. The Customer Service Representative will play a key role in maintaining day-to-day sales order input activities and providing support to the outside sales team.

This position is based in our Elgin office in the Chicagoland vicinity and is a full-time in-office position, with the potential to transition to a hybrid model (2 days in-office, 3 days remote) after completing training.

Key Responsibilities:

Process all sales orders through fax, email, and telephone, including confirmation of order details such as price, product availability, and quantity.

Monitor and manage orders to ensure it reaches fulfilment stage in a timely fashion.

Review and manage shipment discrepancies via report directly with end customer.

Remain in constant communication between critical cross-functional teams such as but not limited to Field Sales, Warehouse, Inventory Management, and Supply Chain.

Answer, work through, and resolve incoming phone calls from customers in a friendly and professional manner on a daily basis (average of 25+ phone calls).

Resolve customer challenges via email and or phone calls, regarding their inquiries, concerns, and complaints in a timely and satisfactory manner.

Collectively work with team members on the shared team email inbox.

Assist customers with relaying accurate and helpful product details, specs, applications and availability.

Collaborate with other team members to ensure a seamless customer experience.

Facilitate requests for new ship-to locations and other account master maintenance requests

Communicate and document any changes to customer policies and procedures in documents and CRM system.

Resolve and execute all credits, debits, invoicing, shipment challenges, and pricing errors/discrepancies.

Build rapport and strengthen communication link with various internal and external parties.

Provide documentation to customers as required (invoice, POD, BOL, Customs, C of A).

Recommend changes/improvements/enhancements to processes and procedures to improve departmental efficiencies. Work with cross-functional teams to ensure feasibility. Closely monitor such changes to ensure the desired result is achieved.

Actively contributing to team meetings in terms of reporting and seeking ways to make improvements and efficiencies.

Support department as required during absences or increased workload periods.

Ability to think outside the box and deliver solutions when problems arise.

Other duties as assigned.

Qualifications:

Excellent computer skills, particularly in order processing with computer and database systems.

Strong attention to detail, demonstrating a history of being highly detail-oriented and error-free.

Effective time management skills to efficiently handle a high volume of PO's requiring entry in a fast-paced and ever evolving environment.

Strong multitasking abilities, allowing for effective handling of multiple tasks simultaneously.

Possess a great sense of humor, contributing to a positive and enjoyable work atmosphere.

Display a positive attitude and exhibits excellent written and verbal communication skills in English.

People-oriented mindset, capable of effectively working with individuals of diverse personalities.

Friendly telephone manners and a customer-focused approach.

Creative problem-solving abilities and a logical approach to resolving issues.

Quick on your feet and a logical approach to problem solving.

Ability to work well in a team, collaborating effectively with colleagues.

Outstanding organizational skills, enabling efficient management of responsibilities.

SureWerx USA Inc. is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at SureWerx are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. SureWerx will not tolerate discrimination or harassment based on any of these characteristics.