Bosch Home Comfort USA
Customer Service Representative, Sr.
Bosch Home Comfort USA, Vernon Hills, Illinois, United States, 60061
Senior Customer Service Representative (Sr.) – Vernon Hills, IL
This role delivers exceptional support to internal and external customers via phone or in-person interactions. The focus is on resolving inquiries, processing orders, ensuring timely deliveries, and upholding the company’s mission, policies, and procedures.
Key Responsibilities
Support the Customer Service Manager with reports, meeting information, and training program development.
Professionally manage incoming calls and promptly address customer inquiries, orders, and concerns via phone or email.
Mentor Customer Service Representatives and provide performance feedback.
Maintain clear, proactive communication with customers, providing accurate technical or product‑related information.
Process and route customer orders/changes accurately using SAP.
Investigate and resolve customer complaints and billing issues, escalating to the manager when necessary.
Support CH200QPPM quality objectives and drive related improvement initiatives.
Collaborate with cross‑functional teams to ensure reliable customer information and timely order processing/shipping.
Partner with Sales to implement pricing updates in SAP.
Act as a liaison with other departments, sharing updates and supporting outside sales representatives.
Stay informed about products, services, and industry trends.
Embrace change, seek continuous improvement, and work independently with minimal supervision.
Complete special projects and other duties as assigned.
Qualifications and Experience
Minimum education: High school diploma or equivalent; college experience preferred.
5–7 years of proven success as a Customer Service Representative, with 5+ years in B2B customer service.
Background in manufacturing or customer service within a manufacturing environment is highly desirable.
Strong track record of effectively managing customer orders, resolving issues, and addressing complaints at all levels.
Proactive, hands‑on approach to consistently surpassing client expectations.
Proficient in Microsoft Office Suite / Excel, with strong organizational skills to prioritize and manage workflows effectively.
Proficient with working in an ERP system (SAP preferred).
Skills and Competencies
Superior verbal and written communication skills, fostering strong relationships with diverse individuals at all levels.
Adaptable and enthusiastic, adept at handling shifting priorities while remaining composed under pressure.
Capable of working independently or collaboratively, with clear comprehension of written and verbal instructions.
Skilled in diverse clerical tasks, basic accounting procedures, and efficient, accurate data entry.
Physical Requirements
Ability to sit for extended periods.
Occasional work on the manufacturing floor to monitor and update customer orders.
Equal Opportunity Employer, including disability / veterans. Bosch is a proud supporter of STEM initiatives.
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This role delivers exceptional support to internal and external customers via phone or in-person interactions. The focus is on resolving inquiries, processing orders, ensuring timely deliveries, and upholding the company’s mission, policies, and procedures.
Key Responsibilities
Support the Customer Service Manager with reports, meeting information, and training program development.
Professionally manage incoming calls and promptly address customer inquiries, orders, and concerns via phone or email.
Mentor Customer Service Representatives and provide performance feedback.
Maintain clear, proactive communication with customers, providing accurate technical or product‑related information.
Process and route customer orders/changes accurately using SAP.
Investigate and resolve customer complaints and billing issues, escalating to the manager when necessary.
Support CH200QPPM quality objectives and drive related improvement initiatives.
Collaborate with cross‑functional teams to ensure reliable customer information and timely order processing/shipping.
Partner with Sales to implement pricing updates in SAP.
Act as a liaison with other departments, sharing updates and supporting outside sales representatives.
Stay informed about products, services, and industry trends.
Embrace change, seek continuous improvement, and work independently with minimal supervision.
Complete special projects and other duties as assigned.
Qualifications and Experience
Minimum education: High school diploma or equivalent; college experience preferred.
5–7 years of proven success as a Customer Service Representative, with 5+ years in B2B customer service.
Background in manufacturing or customer service within a manufacturing environment is highly desirable.
Strong track record of effectively managing customer orders, resolving issues, and addressing complaints at all levels.
Proactive, hands‑on approach to consistently surpassing client expectations.
Proficient in Microsoft Office Suite / Excel, with strong organizational skills to prioritize and manage workflows effectively.
Proficient with working in an ERP system (SAP preferred).
Skills and Competencies
Superior verbal and written communication skills, fostering strong relationships with diverse individuals at all levels.
Adaptable and enthusiastic, adept at handling shifting priorities while remaining composed under pressure.
Capable of working independently or collaboratively, with clear comprehension of written and verbal instructions.
Skilled in diverse clerical tasks, basic accounting procedures, and efficient, accurate data entry.
Physical Requirements
Ability to sit for extended periods.
Occasional work on the manufacturing floor to monitor and update customer orders.
Equal Opportunity Employer, including disability / veterans. Bosch is a proud supporter of STEM initiatives.
#J-18808-Ljbffr