Customer Service Representative

Location: Schaumburg, IL (On-site) | Employment Type: Full-Time | Department: Customer Service / Commercial Operations | Reports To: Customer Service / Operations Manager

About the role

The Customer Service Representative serves as the primary point of contact for customer orders, inquiries, returns, complaints, and related operational coordination. The role supports accurate and timely order processing, customer communication, pricing validation, issue resolution, and cross-functional execution to meet customer commitments and internal service requirements.

Responsibilities

• Receive, review, and process customer purchase orders accurately and promptly.
• Enter sales orders into the applicable ERP and CRM systems within established turnaround expectations.
• Verify customer, product, quantity, pricing, ship-to, freight, and other order requirements before processing.
• Issue timely order acknowledgments and communicate order status, delivery schedules, delays, or changes.
• Coordinate with Sales, Planning, Operations, Logistics, Warehouse, and Finance to support order fulfillment.
• Maintain complete and accurate customer and order records.
• Forward applicable slit-and-sell purchase orders to the planning team and maintain the shared tracking file.
• Monitor planning completion and follow up on open activities that may affect order execution.
• Escalate planning or processing delays that may affect customer commitments.
• Use shared trackers as the single source of truth and maintain current status updates.