Customer Service Representative

$39,520 - $52,000/Yr

Nidec Drive Technology America - Glendale Heights, IL

Full-time - Entry Level

Glendale Heights, IL

About the position

The Customer Service Representative is responsible for delivering exceptional customer service to both internal and external customers. This role requires a strong understanding of company products and programs, as well as the ability to collaborate with the technical support team. The representative will manage customer inquiries, resolve issues, and ensure customer satisfaction, with the primary objective of establishing and maintaining long-term relationships to drive customer loyalty and retention through effective communication and problem-solving skills.

Responsibilities

• Process all sales orders by preparing, entering, and acknowledging orders within 24-48 hours of receipt.
• Provide the first level of technical support to distributors, OEM and end user accounts.
• Respond to all incoming pre- and post-sale customer inquiries, including customer account setup, expedite requests, cancellations, pricing or stock checks, order status/tracking within 24-48 hours.
• Maintain a high level of order accuracy.
• Handle customer requests for credit, returns, warranty and repair.
• Prepare Return Merchandise Authorization (RMA) documents to be sent to the customer.
• Partner with Business Development Managers and Application Engineers to meet and exceed the customer's service expectations.
• Be the primary liaison between the customer, sales team, engineering, and material control departments.
• Coordinate with production, shipping, warehouse or parent headquarters to track product shipments.
• Prepare customer quotations and follow up with the customer or appropriate sales/application engineer.
• Establish and maintain customer records in CRM and/or ERP systems, including accounts/contacts, notes, leads, opportunities, quotations and other information for efficient handling of responsibilities.

Requirements

• High School Diploma or GED
• Strong written and verbal communication skills
• Ability to work cross-functionally
• Ability to manage multiple complex issues simultaneously and follow through to successful resolution
• Detail oriented with a keen eye for purchase order details
• Proven ability to maintain composure and professionalism in high-pressure situations
• Ability to maintain confidentiality

Nice-to-haves

• Experience in Technical support

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Paid training