Premium Customer Experience Lead, Senior Vice President
Citi
Customer Service Representative
ASC Engineered Solutions
full-time
Posted on:
Location Type: Hybrid
Location: Romeoville • Illinois • 🇺🇸 United States
Visit company websiteSalary
💰 $20 - $34 per hour
Job Level
Mid-LevelSenior
Tech Stack
ERP
About the role
- Respond promptly and professionally to customer inquiries via phone, email, and live chat with a drive toward first-contact resolution.
- Assist customers with product and service-related questions, technical issues, and account management.
- Resolve customer complaints and concerns with patience, empathy, and efficiency. Process RMA’s, credits, and debits in the company portal/CRM.
- Collaborate cross-functionally to address customer needs and escalate complex issues when necessary.
- Process RFQ’s from customers and outside sales with great accuracy, efficiency, and timeliness in the company’s ERP platform
- Identify opportunities for process improvements to enhance the overall customer experience.
- Stay up to date on product/service offerings policies, and procedures.
- Accurately document customer interactions and transactions in ASC’s CRM system.
- Build credibility and trust with assigned customer base while influencing buying decisions and customer-focused solutions.
- Monitor KPI’s in the PowerBi Dashboards to ensure best-in-class service.
- Other duties as assigned
Requirements
- Bachelor's degree or equivalent work experience in a B2B Customer Service role.
- Excellent communication skills (verbal and written) with ability to handle conflict resolution.
- Strong problem-solving abilities with a customer-focused mindset.
- Ability to remain calm and composed under pressure.
- Proficiency working in a ERP. CRM experience is a plus.
- Flexibility to work in a fast-paced environment and adapt to changing priorities.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
B2B Customer Serviceconflict resolutionproblem-solvingprocess improvementscustomer inquiriesRMA processingRFQ processingKPI monitoringdocumentationaccount management
Soft skills
communication skillspatienceempathyefficiencycredibilitytrust-buildingcalm under pressureadaptabilitycustomer-focused mindsetcollaboration
Certifications
Bachelor's degree
