Customer Service Representative, Associate

Lawson Products is a leader in the MRO industry, seeking a motivated Customer Service Representative to provide excellent service to sales reps, customers, and internal teams. The role involves handling customer inquiries, processing orders, and resolving discrepancies in a fast-paced environment.

Responsibilities

• Responds to a minimum of 40 calls per day in an inbound call center
• Maintain a strong performance against established key performance indicators
• Input and modify customer orders in SAP system
• Provide status of orders, quotes, returns, product audits, credits and invoice rebill requests
• Track order shipments and provide proof of delivery upon request
• Provide basic account balance information for account invoices due to payment. May be required to processes customer credit card payments
• Process document requests
• Process credit and debit memo requests that fall within department policy
• Answer common product questions as first line of response
• Resolve transactional discrepancies and customer complaints
• Other duties as assigned

Skills

• High School Diploma or GED
• Effective verbal and written communication skills
• Basic computer skills and the ability to navigate company internal and external websites
• Microsoft Office knowledge including, but not limited to, Outlook, Word and Excel
• Possesses entry-level problem solving skills
• Ability to maintain customer-focus and multi-task in a fast-paced environment
• Minimum 1 year experience in an inbound call center, preferred
• Basic maintenance, repair and operational (MRO) product knowledge is preferred
• SAP experience, a plus
• Previous manufacturing/distribution and sales experience a plus

Benefits

• Vision
• Dental
• Medical
• Retirement benefits
• Paid holiday
• PTO package

Company Overview