Customer Service Representative
hace 30 días
Bensenville
Job Description Customer Service Representative About the Role Location Bensenville, IL Role Type Full-Time, Permanent Department Customer Service Work Environment In-Office Role Purpose The Customer Service Representative (CSR) is as a critical support partner to our sales teams, manufacturers, and retail customers by ensuring accurate, timely, and professional handling of orders, inquiries, and service requests. This role is responsible for maintaining strong customer relationships through responsive communication, attention to detail, and a solutions-oriented mindset, while supporting the execution of sales initiatives and contributing to overall customer satisfaction and operational efficiency. The CSR plays an essential role in keeping day-to-day business moving smoothly by acting as a primary point of contact for customers and internal teams, ensuring orders are processed correctly, issues are resolved promptly, and information flows effectively across departments. Main Responsibilities Customer & Partner Communication • Serve as the primary point of contact for all incoming company phone calls and inquiries, including retailers, customers, manufacturers, and internal teams., • Communicate professionally and effectively via phone and email to support customer and business needs, • Maintain a positive, responsive, and solutions-oriented approach in all interactions Order Management & Issue Resolution • Manage and respond to customer and partner inquiries related to:, • Quotes and product information, • Order status, cancellations, and sample requests, • Shortages, returns, over-shipments, and missing shipments, • Invoices, bills of lading, proof of delivery, and invoicing questions, • Warranties and service-related requests, • Process orders, tickets, forms, and service requests accurately and in a timely manner, • Handle special requests requiring close monitoring, including urgent headquarters requests, account team escalations, and inquiries from key manufacturers and sales team, • Support accounts requiring special handling (e.g., billing thresholds, delivery requirements, or unique processing instructions) Sales & Account Team Support • Notify account teams of pricing discrepancies, sell sheet errors, or data issues identified in systems Data, Systems & Documentation Support • Request updates to the Creeden database, including adding, removing, or modifying items, • Identify and communicate incorrect pricing or data inconsistencies to appropriate teams, • Print and distribute line cards and catalogs to sales team and retail locations as needed, • Maintain accurate documentation and system records to support order and customer accuracy Trade Show & Field Support • Attend Spring and Fall trade shows as needed, • Assist with trade show setup and tear-down, • Support manufacturer booths and process at-show orders Continuous Improvement & General Support • Identify recurring issues, trends, or inefficiencies and communicate improvement opportunities, • Adapt to new processes, systems, and business needs, • Perform other related duties as assigned to support team and company objectives Travel Requirements This role requires periodic travel (~10%) to support key business activities. Travel will include attending up to four trade shows per year (most held out of state). About the Team Function The Customer Service Team functions as the operational backbone of the sales organization, ensuring seamless execution of orders, accurate communication, and consistent support for customers, manufacturers, and internal sales teams. The team is responsible for managing day-to-day customer interactions and transactional processes that enable sales initiatives to be carried out efficiently and professionally. Customer Service works collaboratively across departments to maintain high service standards, resolve issues, and protect the customer experience, allowing sales teams to focus on relationship-building and growth. The team plays a key role in upholding Creeden’s reputation for reliability, responsiveness, and integrity. You Will Report To Customer Service Manager Direct Reports N/A Key Relationships Customer Service Reps Retail Customers Sales Territory Reps Account Teams Required Competencies Customer & Sales Support Orientation • Demonstrates a strong commitment to delivering high-quality service to customers, manufacturers, and internal sales teams, • Understands how customer service supports sales execution and protects long-term customer relationships, • Communicates clearly, professionally, and promptly via phone, email, and internal systems, • Listens actively to understand customer needs and issues before responding, • Processes orders, pricing, and documentation with a high level of accuracy, • Reviews work carefully to prevent errors that could impact customers or sales results, • Identifies issues, gathers relevant information, and works toward timely resolution, • Takes ownership of assigned tasks and follows through until completion, • Effectively manages multiple tasks, deadlines, and competing priorities, • Adapts to changing demands while maintaining service quality, • Works collaboratively with sales teams, account teams, manufacturers, and customers, • Supports shared goals and contributes positively to team culture, • Meets expectations for attendance, responsiveness, and follow-through, • Takes responsibility for work quality and outcomes, • Embraces a mindset of growth and learning; always looking for ways to enhance personal performance, results, and service delivery., • Open to coaching, feedback, and change, with a strong desire to improve both process and outcomes for account teams, customers, and manufacturers. Qualifications Education: High school diploma or equivalent required; associate’s or bachelor’s degree in Business, Communications, or a related field is a plus, or equivalent work experience. Experience: 1 to 3 years of experience in customer service, sales support, administrative support, or a related role preferred; internships or transferable experience welcome. Technical Skills: Proficiency in Microsoft Office Suite (Excel, Word, Outlook); experience with CRM systems, order management platforms, or internal databases is a plus. Industry Knowledge: Basic understanding of sales processes, customer service operations, or retail environments is helpful; experience in hardware, farm, industrial, or wholesale channels is a plus but not required. About Creeden For over 45 years, Creeden has been one of the leading sales & marketing firms in the Home Improvement Industry proudly representing some of the most powerful brands with the world’s largest retail, industrial and e-commerce customers. Creeden provides exceptional value in all sales & marketing activities to grow our manufacturer & retail partner’s business through field sales, trade show support, headquarter programs and relationship management. Benefits At Creeden, we focus on creating a supportive workplace and offer benefits designed to promote well-being, work-life balance, and professional growth. Compensation • Competitive pay based on experience, • Medical (HSA & FSA options), dental, and vision insurance, • Company-paid life insurance, • Short- and long-term disability coverage, • Paid parental leave, • Dependent Care FSA, • Paid time off, including vacation, sick time, floating holidays, paid holidays, bereavement leave, volunteer hours, and jury duty, • Training and onboarding support to set you up for success, • Opportunities to learn new skills and grow within the organization, • Collaborative, supportive team culture, • Stable, growing company with long-term client relationships, • Values-driven organization that emphasizes integrity, accountability, teamwork, and a commitment to continuous improvement E-Verify Creeden & Associates participates in E-Verify to confirm work authorization. For more information about E-Verify, please visit .