Customer Service Representative
Sterling Engineering, Bensenville, IL, United States
Title : Customer Service Representative (Hybrid)
Location : Bensenville, IL
WFH 1 day a week after training period!
The Customer Service Representative plays a critical role in supporting customers, processing complex orders, and ensuring a high-quality experience throughout the sales cycle. This role requires strong technical aptitude, excellent communication skills, and the ability to manage detailed order entry involving multi-component parts, quality certifications, and specialized shipping or expediting requirements.
Job Duties
Serve as the primary point of contact for manufacturer representatives regarding order status updates. Build and maintain strong relationships with manufacturer representatives and internal sales teams. Provide timely and accurate responses regarding pricing, lead times, and order changes. Enter and manage orders for complex parts that include detailed specifications, components, and special customer instructions. Review customer purchase orders for accuracy, completeness, and compliance with company requirements. Coordinate quality documentation including Certificates of Conformance (CoCs), material certifications, inspection data, and other compliance documents. Ensure order details and revisions are accurately captured within ERP and CRM systems. Facilitate appropriate shipping methods based on product type, customer requirements, and delivery timelines. Communicate expediting fees, premium freight options, and potential lead-time impacts when necessary. Identify potential delays or customer concerns and communicate proactively with internal teams. Escalate urgent or high-impact issues to management with appropriate context and recommended actions. Support corrective action processes when customer feedback or quality issues arise. Collaborate with Sales, Production Planning, Engineering, and Quality teams to ensure accurate and timely order execution. Qualifications
High school diploma or GED required. 3+ years of customer service or inside sales experience, preferably within a manufacturing or industrial environment. Strong understanding of order entry processes, manufacturing workflows, and multi-component product structures. Experience managing quality documentation such as Certificates of Conformance, inspection reports, and testing documentation. Familiarity with shipping methods including LTL, parcel, and freight logistics. High attention to detail and accuracy in documentation and data entry. Experience working with ERP systems and Microsoft Office. Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.
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Serve as the primary point of contact for manufacturer representatives regarding order status updates. Build and maintain strong relationships with manufacturer representatives and internal sales teams. Provide timely and accurate responses regarding pricing, lead times, and order changes. Enter and manage orders for complex parts that include detailed specifications, components, and special customer instructions. Review customer purchase orders for accuracy, completeness, and compliance with company requirements. Coordinate quality documentation including Certificates of Conformance (CoCs), material certifications, inspection data, and other compliance documents. Ensure order details and revisions are accurately captured within ERP and CRM systems. Facilitate appropriate shipping methods based on product type, customer requirements, and delivery timelines. Communicate expediting fees, premium freight options, and potential lead-time impacts when necessary. Identify potential delays or customer concerns and communicate proactively with internal teams. Escalate urgent or high-impact issues to management with appropriate context and recommended actions. Support corrective action processes when customer feedback or quality issues arise. Collaborate with Sales, Production Planning, Engineering, and Quality teams to ensure accurate and timely order execution. Qualifications
High school diploma or GED required. 3+ years of customer service or inside sales experience, preferably within a manufacturing or industrial environment. Strong understanding of order entry processes, manufacturing workflows, and multi-component product structures. Experience managing quality documentation such as Certificates of Conformance, inspection reports, and testing documentation. Familiarity with shipping methods including LTL, parcel, and freight logistics. High attention to detail and accuracy in documentation and data entry. Experience working with ERP systems and Microsoft Office. Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.
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