Customer Service Representative- National

Department: Customer Service

Employment Type: Full Time

Location: Romeoville, Illinois, Romeoville, IL - Distribution Center, Hybrid

How You Will Help:

• 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

What You Will You Bring:

• Bachelors 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.