EDI Customer Service Specialist

About the role

The EDI Customer Service Specialist role is based in Schaumburg, IL and is a hybrid position requiring 3 days of in-office work per week. It is an hourly position that offers overtime for hours worked over 40 in a regular workweek.

Responsibilities

• Perform EDI activities such as order processing and customer service
• Develop a deep understanding of Essentra's software systems (BPCS, MSS and D365)
• Monitor, track, and release EDI orders to the warehouse as needed
• Access customer portals on an as needed basis
• Handle customer service inquiries with a sense of urgency
• Inform customers of shipping dates and any possible delays
• Work directly with production and supply chain to resolve order fulfilment issues
• Expedite orders at customer's request
• Change/update/maintain existing customer information
• Communicate clearly and exemplify strong teamwork both internally & externally
• Cooperate with other members of the team to meet customers' needs
• Work directly with Sales Reps regarding customer orders, pricing and payments issues
• Work directly with Finance to resolve any short pays or overpayments. Log discrepancies
• Manage quality issues to gain better understanding and resolve on a timely manner. Log customer complaints
• When required, gather information regarding pricing, costs, account status, shipment history, etc.
• Maintain the highest standard of safety in the office and warehouse and hold others to the same standard
• Attend department meetings as required
• Perform related job duties as required

Requirements

• At least 2 years of related experience is preferred in customer service, sales, or similar job function
• General PC skills and proficient in Microsoft Office (Outlook, Excel, and Word)
• Handles customer inquiries with a sense of urgency
• Must act with openness, honesty, and integrity
• Must be detail-oriented and accurate
• Strong problem-solving and decision making skills
• Must have strong verbal and written communication skills and the ability to work well with customers and internal team members
• Able to multi-task, prioritize, and manage time effectively
• Must be a positive thinker and team player, and have a can-do attitude
• Provides "Hassle-Free Customer Service" to internal and external customers
• Basic to mid-level math and analytical skills
• Exemplifies Essentra's health, safety, and employee engagement culture
• Able to successfully navigate multiple conversations and communications simultaneously through effective multi-tasking
• Must be able to positively manage frustration in a fast-paced atmosphere
• Must be patient, empathetic and be able to put themselves in the customers' shoes
• Must be able to identify and assess customers' needs to exceed their expectations
• Ability to manage difficult or emotional customer situations with professionalism and diplomacy

Qualifications

• High school diploma or equivalent
• Valid driver’s license and reliable transportation

Skills

• Customer service skills
• Problem-solving skills
• Verbal and written communication skills
• Microsoft Office proficiency (Outlook, Excel, Word)
• Time management and multitasking abilities
• Teamwork and collaboration skills
• Customer service excellence
• Health, safety, and employee engagement culture

Benefits

Competitive salary, annual bonus incentive, full benefits package, and generous paid time off. The expected salary for this role will be $55,000-$60,000 per year, plus an annual bonus incentive. The actual salary offered will be based on the skills, experience, and overall qualifications of the individual we hire.