Customer Service Representative, Associate

Lawson Products is a leader in the MRO industry, dedicated to improving operational efficiency for its customers. They are seeking a motivated Customer Service Representative to provide exceptional service to sales reps, customers, and internal teams while managing a high volume of calls and order processing tasks.

Responsibilities

  • Responds to a minimum of 40 calls per day in an inbound call center
  • Maintain a strong performance against established key performance indicators
  • Input and modify customer orders in SAP system
  • Provide status of orders, quotes, returns, product audits, credits and invoice rebill requests
  • Track order shipments and provide proof of delivery upon request
  • Provide basic account balance information for account invoices due to payment
  • May be required to processes customer credit card payments
  • Process document requests
  • Process credit and debit memo requests that fall within department policy
  • Answer common product questions as first line of response
  • Resolve transactional discrepancies and customer complaints
  • Other duties as assigned

Skills

  • High School Diploma or GED
  • Effective verbal and written communication skills
  • Basic computer skills and the ability to navigate company internal and external websites
  • Microsoft Office knowledge including, but not limited to, Outlook, Word and Excel
  • Possesses entry-level problem solving skills
  • Ability to maintain customer-focus and multi-task in a fast-paced environment
  • Minimum 1 year experience in an inbound call center, preferred
  • Basic maintenance, repair and operational (MRO) product knowledge is preferred
  • SAP experience, a plus
  • Previous manufacturing/distribution and sales experience a plus

Benefits

  • Vision
  • Dental
  • Medical
  • Retirement benefits
  • Paid holiday
  • PTO package

Company Overview

  • Lawson Products is an industrial distributor of maintenance and repair products. It was founded in 1952, and is headquartered in Chicago, Illinois, USA, with a workforce of 1001-5000 employees. Its website is https://www.lawsonproducts.com/.

 

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