Customer Service Representative

What does a cell phone in your pocket, a spaceship, and an electric vehicle have in common? Ellsworth Adhesives specs in materials in each of those products! Ellsworth Corporation, a global, industry-leading distributor of specialty chemicals and equipment and adhesive manufacturer, currently has a Customer Service Representative opportunity in our TapeCase Division located in Elk Grove Village, IL. This is an exciting time to be a part of Ellsworth.

At TapeCase, we design, convert, manufacture, and distribute highly engineered adhesive tape products. We add value to the highly engineered products we sell by enhancing their delivered formats through expansive tape converting services to provide a custom tape solution for nearly any application. Learn more about us here.

About the role

You will drive the customer experience by processing incoming transactional customer requests with a strong sense of urgency and accountability.

Responsibilities

• Process incoming requests via chat, phone, web, or Customer Relationship Management System (CRM) for orders, product inquiries, expedites, and Return Material Authorizations (RMAs) proficiently without regular assistance.
• Work with internal teams with a high sense of accountability and urgency, such as purchasing, shipping, and credit, to provide customer updates.
• Follow detailed contract review/audit guidelines on order entry.
• Execute customer sample requests and process order updates and changes.
• Handle standard customer escalations autonomously with first-contact resolution when possible.
• Proactively identify potential breakdowns in the customer experience and address customer issues, including customer shelf-life discrepancies.
• Contribute to training material, initiatives, and topics in the department.
• Act as an escalation point for new hires and handle complex customer inquiries/conflict with minimal assistance.

Requirements

• 3+ years of professional customer service experience.
• High School diploma or equivalency required; Associate’s degree preferred.
• Demonstrated proficiency in keyboarding skills—ability to type approximately 45+ words per minute.
• Experience with business tools such as SharePoint, MS Teams, and Windows Operating Systems.
• Basic to intermediate Excel skills preferred.
• Experience with ERP systems (Enterprise Resource Planning) and CRM platforms such as Microsoft Dynamics preferred.
• Experience navigating and utilizing corporate websites and eCommerce platforms, including chat functionality, preferred.
• Consistently demonstrates approachability with team members and is team-oriented.

Benefits

• Competitive wage and bonus plan.
• Comprehensive benefit package including:
  • Health, Prescription, Dental, and Vision insurance.
  • Life and Disability insurance.
  • Flexible Spending Account.
  • 401(k) retirement plan.
  • Employee Assistance Program.
  • Paid Time Off and Holidays.
• Wellness Program.
• Social Events and Community Involvement.

Click here for a summary of Employee Benefits.