Experienced Customer Service-OEM

Experienced Customer Service Representative - OEM (Bartlett, IL - HYBRID)

Are you experienced in handling major accounts and thriving under pressure? Do you want to work in a diverse, collaborative environment where your skills and dedication are truly valued? If so, we need you!

Optibelt Corporation seeks a Customer Service Representative who can manage significant accounts and excel in a fast-paced, dynamic setting. Your expertise and ability to work effectively within a team will make a significant impact on our success. If you are ready to take on this exciting challenge, apply now and become a vital part of our team!

Reports to: Supply Chain Engineer & CS Manager

Qualifications

Benefits

• Medical insurance
• Dental Insurance
• Vision Insurance
• 401k Retirement Plan
• STD and LTD Insurance covered by OPTIBELT
• Life Insurance covered by OPTIBELT
• Hire date off
• One Public Holiday off according to your preference
• 5 paid sick days per calendar year
• Parental (Mother or Father) leave 3 weeks. (1 Week paid, 2 weeks unpaid)
• Maternity Leave 4 weeks Paid
• One Friday a month: Early leave at 1:30 pm

Summary

As a Customer Service Representative in our OEM division, you will serve as the main point of contact for many of our key clients at Optibelt, addressing a range of inquiries and ensuring timely delivery of products through exceptional customer service. Your focus will be on maintaining a customer-oriented approach, continuously seeking improvement, and striving to deliver industry-leading service. Responsibilities include handling customer inquiries and promptly escalating any issues as necessary. This role offers an exciting opportunity to enhance your skillset, collaborate with a top-tier Customer Service team, and engage with a diverse array of large clients with a global presence.

The reason why the role exists

The purpose of this role is to enhance the overall customer experience and ensure the timely and accurate delivery of products to our key clients. You will play a crucial role in maintaining client satisfaction and fostering strong client relationships, ensuring that all inquiries are handled efficiently, and any issues are resolved promptly. As a strategic and proactive member of the OPTIBELT Corporation, you will drive customer service excellence and contribute to the company’s reputation for outstanding service within the industry.

Areas in which you must produce results

1. High Level of Client Satisfaction and Relationship Management
2. Timely and Accurate Order Processing
3. Continuous Improvement and Efficiency

Your primary duties and responsibilities are:

• Monitoring OEM forecast and updating orders
• Working with customer portals for shipment notifications and order updates
• Other duties may be assigned as the situation requires it
• Processing inquiries, creating offers, and tracking offers
• Customer visits/logistics discussions
• Deadline tracking, especially tracking outstanding balances
• Customer satisfaction analysis/review of customer scorecard
• Processing complaints / Processing complaints and returns under company policies
• Building and maintaining long-term customer relationships through excellent service
• Communicating with internal departments to resolve customer issues
• Coordinate with the customer and SCM to ensure on-time delivery and reduction of overstock items
• Proactive communication with different departments to guarantee timely solutions to customer’s requests.
• Take ownership of your customer’s satisfaction by being an advocate for your customers.

Metrics/KPIs

• First Call Resolution (FCR)
• Average Response Time
• Customer Satisfaction Score (CSAT)

Skills and Requirements:

• CRM experience preferred
• MUST have excellent computer Skills (MS Office – Intermediate/Advanced Excel skills)
• AS400 knowledge is helpful)
• Demonstrates ability to learn Optibelt product line
• Ability to understand commercial, shipping/logistics, and manufacturing processes
• Ability to work well with minimal supervision in a fast-paced environment
• Customer orientation, independence, initiative, and flexibility round off your profile.
• Experience with SAP or other ERP systems is a plus (We use SUGAR)
• Experience in customer service or technical support, preferably in the OEM sector
• Flexibility and resilience in a dynamic work environment
• Excellent communication and problem-solving skills
• Team player with a customer-oriented approach
• Self-starter with attention to detail and drive to ensure customer success
• Have the courage to challenge the status quo
• Ability to multitask and handle large volumes of work efficiently and accurately

The physical demands described here represent those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl, and taste or smell. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

OPTIBELT Corporation is an equal-opportunity employer. Employment opportunities are open to all qualified applicants without regard to race, color, creed, sex, gender identity, sexual orientation, religion, marital status, age, national origin or ancestry, citizenship status, immigration status, military, or veteran status, physical or mental disability, pregnancy, genetic characteristics, or any other characteristic protected by federal, state, or local laws. AAP/M/F/V/D