Customer Care Representative- West
ASC Engineered Solutions
Salary undisclosed
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Description
We are currently looking to fill this spot on our West Team. If you work in Romeoville, this schedule would be Monday through Friday, 10:00am- 7:00pm.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, and live chat with a drive toward first-contact resolution.
- Assist customers with product and service-related questions, technical issues, and account management.
- Resolve customer complaints and concerns with patience, empathy, and efficiency. Process RMA’s, credits, and debits in the company portal/CRM.
- Collaborate cross-functionally to address customer needs and escalate complex issues when necessary.
- Process RFQ’s from customers and outside sales with great accuracy, efficiency, and timeliness in the company’s ERP platform
- Identify opportunities for process improvements to enhance the overall customer experience.
- Stay up to date on product/service offerings policies, and procedures.
- Accurately document customer interactions and transactions in ASC’s CRM system.
- Build credibility and trust with assigned customer base while influencing buying decisions and customer-focused solutions.
- Monitor KPI’s in the PowerBi Dashboards to ensure best-in-class service.
- Other duties as assigned
Skills, Knowledge and Expertise
- Bachelor's degree or equivalent work experience in a B2B Customer Service role.
- Excellent communication skills (verbal and written) with ability to handle conflict resolution.
- Strong problem-solving abilities with a customer-focused mindset.
- Ability to remain calm and composed under pressure.
- Proficiency working in a ERP. CRM experience is a plus.
- Flexibility to work in a fast-paced environment and adapt to changing priorities.
About this role
Reliable Automatic Sprinkler Co., Inc. is looking for a Customer Service Representative to serve as the main contact for customers across the West region, working hybrid from their Romeoville distribution center. You'd handle inquiries and issues across phone, email, and live chat, with a focus on solving problems at first contact. The role involves processing RMAs and credits in the company's systems, responding to RFQs with accuracy and speed, managing customer accounts, and escalating complex issues when needed. You'd also document interactions in the CRM, monitor performance metrics, and look for ways to improve the customer experience.
This position suits someone with B2B customer service experience who can stay composed while juggling multiple communication channels and priorities. You'll need strong written and verbal communication skills, comfort with conflict resolution, and proficiency in ERP systems—CRM experience is a bonus. The Monday through Friday schedule runs 10 a.m. to 7 p.m., and you should be ready to adapt quickly as needs shift. Success here means building trust with customers, understanding the company's products and services deeply, and consistently meeting service standards tracked through performance dashboards.
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Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Customer Care Representative- West postings in Distribution Center, and analyze any offer before you accept it.
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