Job Details
Position: Customer Operations Specialist
Location: Chicago (Archer Heights Neighborhood)
Environment: Hybrid (onsite 3 consecutive days/month - rest of the month is remote)
Hours: Rotating shifts (every 2 weeks) of 7am - 3:30pm and 8:30am - 5pm
Pay: $45 - $50K (+ compensated overtime and quarterly bonuses)
About the Role: As a Customer Operations Specialist, you will play a crucial role in providing Account and Order Management support within our client's Manufacturing and Distribution environment. You will act as a liaison between the sales team, customers, and internal departments, ensuring seamless order management, delivery coordination, and accounts receivables management while upholding world-class customer service standards. Your active participation in the company's mission to facilitate ease and success for the sales team and customers is paramount.
Responsibilities:
- Demonstrate professional communication skills, both verbal and written, with a focus on urgency, accuracy, and effectiveness.
- Handle inbound calls and emails efficiently, demonstrating a sense of urgency in addressing customer inquiries.
- Represent the company through various customer interactions, including account creation, order processing, inventory management, and problem resolution.
- Monitor daily task assignments and adapt flexibly to changes in business requirements.
- Utilize Salesforce CRM to manage and resolve customer issues and inquiries effectively.
- Collaborate with departments such as Logistics, Accounting, and Manufacturing to ensure customer requirements are met.
- Maintain expertise in product offerings, sales personnel, business processes, and systems.
- Adhere to productivity and quality performance standards across all contact channels, including e-commerce systems, phone, email, chat, fax, and traditional mail.
Qualifications:
- Minimum of 3 years' experience in Account and Order Management within a Call Center environment.
- Strong customer focus from customer creation through delivery and collections.
- Associate's Degree in Business or related field required.
- Proficiency in Microsoft Office and SAP; experience with Salesforce CRM preferred.
- Attention to detail, dependability, and self-starting abilities are essential.
- Proven ability to multitask in a fast-paced environment with changing business needs.
- Comfortable working in a hybrid "work from office and home" model, demonstrating proactive and efficient work habits.
Benefits:
- Vacation
- Holidays: Includes New Year's Eve (December 31), New Year's Day (January 1), Martin Luther King Day, Good Friday, Memorial Day, Juneteenth Day, Independence Day, Labor Day, Thanksgiving Day, Day After Thanksgiving, Christmas Eve (December 24), Christmas Day (December 25)
- 401(k) Plan
- Medical, dental and vision insurance
- EAP: 24/7 confidential counseling services.
- Life and Disability Insurance: Basic life insurance, plus short-term and long-term disability plans.
Other Benefits include bereavement pay, jury duty pay, education assistance, HSA seed money, chocolate discounts, direct deposit, on-site parking, service awards, and a professional, casual dress code.