Customer Service Representative

About the role

What does a cell phone in your pocket, a spaceship, and an electric vehicle have in common?

Ellsworth Adhesives provides materials in each of those products!

Ellsworth Corporation, a global, industry leading distributor of specialty chemicals and equipment and adhesive manufacturer currently has a Customer Service Representative opportunity at Ellsworth Adhesives. This role reports into Tape Case, LLC, an Ellsworth Corporation company, located in Elk Grove Village, IL and is a 100% on-site, in-office role.

At TapeCase, we design, convert, manufacture, and distribute highly engineered adhesive tape products. We add value to the highly engineered products we sell by enhancing their delivered formats by offering expansive tape converting services to provide a custom tape solution for nearly any application. Learn more about us here.

You will drive the customer experience. You will also process incoming transactional customer requests with a strong sense of urgency/accountability.

Responsibilities

• Processes customer quotes and orders via phone, chat, Enterprise Resource Planning (ERP) system, Customer Relationship Management (CRM) and Electronic Data Interchange (EDI) to ensure timely, accurate, order entry
• Validates pricing, product details, quantities, lead times, and customer requirements for quotes and orders to ensure accurate quoting and order entry, including reviewing customer requests for accuracy and potential fraud indicators
• Resolves common discrepancies (pricing variances, purchase order mismatches, missing information, certifications, shelf-life resolution) to maintain order accuracy
• Performs CRM Case categorization, triage, and management
• Converts approved quotes into accurate customer orders
• Answers standard customer inquiries regarding quotes, product availability, pricing, and order status
• Collaborates with internal departments, escalating to Senior Customer Care Representative when necessary
• Demonstrates a high level of product, system, process, and customer expertise
• Operates independently with high productivity and accuracy, resolving issues and identifying workflow improvement opportunities, including cascading process recommendations to support continuous team improvement

Perks & Benefits

As an industry leader, we offer a competitive wage, bonus plan, and a comprehensive benefit package which includes Health, Prescription, Dental, Vision, Life, Disability, Flexible Spending, 401(k), Employee Assistance, Paid Time Off and Holidays, Wellness Program, Social Events, Community Involvement and much more! Click Here for a summary of Employee Benefits.

Qualifications

• 3+ years of professional customer service experience.
• High School diploma or equivalency required. Associate's degree preferred.
• Demonstrated proficiency in keyboarding skills - ability to type approx. 45+ words per minute
• Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems
• Basic to intermediate Excel skills preferred
• Experience with ERP systems (Enterprise Resource Planning) and CRM platforms such as Microsoft Dynamics preferred
• Experience navigating and utilizing corporate websites & eCommerce platforms, including chat functionality, preferred
• Consistently demonstrates approachability with team members and is team oriented.

Additional information

Ellsworth Corporation is an industry leading global corporation, we specialize in the distribution, manufacturing and custom packaging of adhesives, specialty chemicals and dispensing equipment. We stand apart from the competition by going above and beyond high quality products. We offer expert assistance, valuable services, decades of experience, and a host of resources to ensure we're providing the best possible solution for our customers' applications.

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