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Customer Service Rep

Aurora, IL 60502

Posted: 09/07/2018 Employment Type: Contract to Direct Category: Customer Service Representatives Job Number: 78015

The Customer Service Representative (CSR) is responsible for providing Customer Driven Focus while selling and supporting products and services.  The CSR handles incoming customer phone calls, emails and faxes; answers questions; creates quotations; processes customer orders; and supports the Inside Sales Engineer (ISE) and provides technical support and guidance to the other CSR’ s as required.

The CSR reports to the Inside Sales & Customer Focus Manager and is primarily responsible for day-to-day technical sales and support.

Essential Duties and Responsibilities:

Core duties and responsibilities include the following, other duties may be assigned:
  • With the primary focus on customer service and exceeding the customer’ s needs, the CSR will provide a high level of customer attention in a prompt and timely fashion to sell and support the sale of  products and services.
  • The CSR will promptly address and respond to phone calls, emails, faxes, and any other form of communication. 
  • The CSR will communicate directly and indirectly with both internal and external  staff members and customers, facilitating a seamless process flow from quotation to order to shipment processing.
  • The CSR is responsible for answering general questions, providing general product information, generating basic quotations and processing customer orders. 
  • The CSR will handle more involved quotations and sales orders with the direction and guidance of the SAE or their immediate supervisor.
  • The CSR is responsible for entering customer information into the Contact Relationship Management (CRM) data base.
  • The CSR is responsible for handling requests for return of goods for refurbishment and incorrect orders. 
  • The CSR will perform tasks related to returns for failure analysis and warranty assessment in support of and at the request of the SAE.  
  • The CSR will accept, handle, manage and respond to inquiries, requests for quotation, orders and questions from customers delegated to the CSR by the SAE’ s or their immediate supervisor.
  • The CSR works across Company departments to support and facilitate purchasing, work orders, production, warehousing, etc.
  • The CSR may travel occasionally as requested by management, to satisfy customer needs and requirements (CDF), for skill development and training purposes or for trade show/conference participation.


To perform the job successfully, an individual should demonstrate the following competencies:
  • Continuous Learning.
  • Customer Focus.
  • Teamwork.
  • Dependability.
  • Initiative.
  • Judgement.
  • Planning/Organizing.

Required Education and Experience:
  • Experience as a customer service or inside sales representative in a manufacturing or technical environment is required. 
  • Professional verbal and written communication skills are required. 
  • Experience using Adobe, Microsoft Word, Excel and Outlook is required.

Preferred Education and Experience:
  • Minimum two (2) year Associates Degree in a technical field of study is preferred. 
  • Power transmission industry or rotating equipment experience is a plus. 
  • Ability to read and interpret technical drawings and documentation is desired. 
  • Experience with enterprise resource planning software (ERP), contact relationship management (CRM) systems, electronic data interchange (EDI) systems is a desired. 

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