Customer Service Representative

Luminii; North Side Chicago, IL is a specification-grade LED lighting manufacturer that delivers innovative products and simple solutions. We are fully dedicated to our clients and their project success from specification through installation. We are looking for passionate and dedicated professionals who want to join a fast-growing and dynamic company to help us write our next chapter of growth.

Seeking an energetic individual with excellent communication and organizational skills, experience in the lighting industry and ability to work in a team environment.

Job responsibilities and Duties

• Enter customer purchase orders
• Work with Salesforce, C1 and NetSuite ERP systems
• Update Salesforce system with order information / create commission report
• Issue RMA’s based on company terms and issue replacement orders
• Work with engineering department to provide specific customer solutions
• Perform order entry audits for orders, provide order status, customer pricing and shipping information upon customer requests.
• Liaison between customers and production department to ensure order completion and providing customer satisfaction
• Expedite order shipments based on customer requests.
• Provide customers with Estimated Ship Dates and Tracking Numbers – upon request
• Provide product packing lists upon request.
• Troubleshoot and resolve order issues and problems in a timely manner.
• Retrieve, and sometimes update, critical customer information in CRM and/or ERP package.
• Work closely with Sales, Marketing, Production and Finance to quickly resolve pricing, shipment, billing and product issues affecting the customer’s purchase orders.
• Lead special Customer Service projects when needed.
• Document and publish Customer Service best practice process and procedures.
• Additional duties as assigned.
• Revise Quotes to match Po’s
• Follow up on hold orders or outstanding approval drawings.
• Answering customers calls and inquiries

Required Experience:

• Proven/successful experience in customer-facing/Customer Service role.
• In-depth knowledge of customer service functions.
• ERP CRM systems experience
• Extremely reliable, conscientious and career oriented.
• Ability to take ownership of assigned tasks with minimal direction or supervision.
• Excellent time management skills with ability to prioritize critical vs. less critical tasks.
• Must be detail oriented with strong multi-tasking and organizational skills.
• Superior communication and active listening skills.
• Maintains composure under pressure.
• Experienced and comfortable with conflict resolution.
• Ability to lead cross functional discussions with positive outcomes.
• Critical/out-of-box thinker and planner.
• Excellent oral and written English language communication skills.
• Strong interpersonal skills to effectively work within a team environment.