Customer Support Assistant

Our client, a 100-year-old OEM paint manufacturing company located in Melrose Park, IL, is seeking a Customer Support Assistant.

Core Responsibilities

• Order Processing & Customer Support Documentation, Data Entry, Tracking, Communication, and Follow-Up (75%)
• Enter and process customer orders accurately.
• Communicate order status and provide tracking upon request.
• Print shipping documents and related paperwork.
• Collect and process credit card payments.
• Respond to basic product and account inquiries; escalate as needed.
• Interface with Production staff to help communicate production schedules.
• Provides friendly and efficient communication to customers.
• Receives, records, logs, and tracks customer orders and requests.
• Maintains accurate documentation of all customer interactions, order updates, and communications.
• Ensures all customer and order information is entered accurately into company systems.

Respond to Requests for Information (15%)

• Provides status for orders.
• Documents and fulfills customer requests for Safety Data Sheets, Product Data Sheets, and Certificates.
• Answers routine customer questions and records inquiries for tracking purposes.
• Directs technical inquiries to the appropriate team members and maintains records of follow-up actions.
• Assists with customer account setup and documentation.
• Other Duties including, but not limited to (5%)
• Provides administrative and documentation support to the Customer Service Manager and sales team.
• Maintains records of customer service activities when the manager is visiting customers or otherwise unavailable.
• Assists with customer database maintenance, filing, and record keeping.
• Supports customer mailings and document management.

Database Maintenance & Record Management (4%)

• Maintains accurate customer, order, and communication records.
• Updates customer information and assists with database cleanup projects.
• Ensures documentation is complete, organized, and accessible.

Receive Customer Complaints and Coordinate Internal Follow-Up with Manager (less than 1%)

• Listens to understand customer concerns and issues.
• Documents complaints thoroughly and communicates information to management.
• Tracks complaint status and follow-up activities.
• Assists with customer communication to help ensure timely resolution and proper recordkeeping.

Qualifications/Skills

• Required: High School (or GED Equivalent), plus 2 years customer service experience.
• Microsoft Dynamics GP Experience preferred
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology
• Customer Service - Ability to meet and/or exceed customer’s expectations regarding quality and consistency of service provided
• Email - Knowledge of basic email tasks such as addressing, composing, and sending documents, as well as sending attachments.
• English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Multitasking - The ability to the handle more than one task at a time
• Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Reading Comprehension - Understanding written sentences and paragraphs in work related documents
• Service Orientation - Actively looking for ways to help people.
• Software - Microsoft Windows File System, MS Word, MS Excel, Google Workspace/Drive, Adobe Reader, and Hub Spot CRM. Basic knowledge and some experience with these programs are preferred

Company Benefits/Perks

• Benefit eligibility is based on successful conversion to permanent employee of company and includes:
  • Vacation and Sick paid time off is earned on an accrual basis (based on hours worked)
  • 401k and Health Insurance is available for part-time employees (working 30+ hours per week)
  • Quarterly company meetings held with catering provided
  • Occasional company events with catering provided