ASC Engineered Solutions

Precision-engineered piping products and support

Customer Service Representative

Customer SupportConfirmed live in the last 24 hours

Full-timeRomeoville, IL, USA$20 - $34 /hrHybrid

About the Job

Requirements

A bachelor's degree or equivalent work experience in a business-to-business customer service role is required.
Excellent verbal and written communication skills, including the ability to handle conflict resolution, are required.
Strong problem-solving abilities and a customer-focused mindset are required.
The ability to remain calm and composed under pressure is required.
Proficiency working in an enterprise resource planning (ERP) system is required.
Customer relationship management (CRM) experience is a plus.

Responsibilities

Respond promptly and professionally to customer inquiries by phone, email, and live chat, with a focus on first-contact resolution.
Assist customers with product- and service-related questions, technical issues, and account management.
Resolve customer complaints and concerns; process returns merchandise authorizations (RMAs), credits, and debits in the company portal or CRM.
Collaborate cross-functionally to address customer needs and escalate complex issues when necessary.
Process customer and outside sales requests for quotation (RFQs) accurately and promptly in the company's ERP platform.
Identify opportunities to improve processes and enhance the overall customer experience.
Stay up to date on product and service offerings, policies, and procedures.
Accurately document customer interactions and transactions in the company's CRM system.
Build credibility and trust with assigned customers while influencing buying decisions and customer-focused solutions.
Monitor key performance indicators (KPIs) in Power BI dashboards to ensure high-quality service.
Perform other duties as assigned.

Desired Qualifications

CRM experience is a plus.

We're currently seeking a Customer Service Representative (CSR). In coordination with our outside sales team, the Customer Service Representative is the primary point of contact for our customers, addressing inquiries, resolving issues, and providing outstanding support. The CSR plays a crucial role in ensuring customer satisfaction and maintaining our reputation for excellence.

We are currently looking to fill this spot in our Central Region. If you work in Romeoville, this schedule would be Monday through Friday, 8am-5pm

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

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 the Company

ASC Engineered Solutions

Precision-engineered piping products and support

ASC Engineered Solutions designs and supplies precision-engineered piping components and related products, providing technical support and knowledge to help customers implement reliable systems. Its offerings work by delivering engineered parts that fit customer needs, backed by expert guidance and timely service. The company differentiates itself through a clear focus on customer experience and service excellence under a single brand after its merger, positioning itself as a dependable strategic partner that prioritizes customer success. Its goal is to provide quality products and reliable support that enable customers to build and maintain effective systems.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Commerce, CA
Founded: 1850

Recently Posted Jobs

Explore more opportunities at ASC Engineered Solutions

See more jobs