SUMMARY: 听The Senior Customer Service Specialist brings together a passion for exceptional customer experiences with the strategic mindset of a project manager. 听This key role manages assigned customer accounts and supports special project management activities. Reporting to the Customer Service Manager, this role handles the full order lifecycle 鈥� from quote to fulfillment 鈥� while ensuring activities are delivered professionally and on time.
ESSENTIAL DUTIES AND RESPONSIBILITIES: 听
Account Management (Primary Focus)
- Build and maintain strong customer relationships across assigned product lines.
- Serve as the primary point of contact for quotes, purchase orders, pricing, lead times, and product inquiries.
- Anticipate customer needs and proactively communicate updates, changes, or relevant information before issues arise.
- Coordinate with Operations, Sales, Marketing, and Product Management to support customer needs and resolve fulfillment issues.
- Proactively follow up on leads and inquiries, including those from the website and events.
- Keep customers informed of new products, updates, and promotions.
- Prepare custom reports, open quote summaries, and open order tracking as needed.
Project Management
- Lead and manage customer service initiatives from planning though execution, including cross-functional coordination with sales, operations and product teams.
- Monitor new bookings and develop and maintain project plans to support on-time completion.
- Document project outcomes and identify lessons learned to inform future efforts.
- Assist the Installation Project Manager when needed, including coverage during absences, by scheduling materials for installation crews and customers, processing closeout packages, and handling invoicing.
听 General
- Continuously evaluate existing workflows and identify opportunities to streamline operations, reduce friction, and improve the customer experience.
- Document and maintain department procedure.
- Perform other duties as assigned
ACCOUNTABILITIES:
- Customer sales order entry and customer account management
- Project management duties
- Collaborate across internal departments to ensure customer satisfaction
QUALIFICATIONS:听 To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and/or ability required.
- 5+ years of experience in customer service or account management, required; experience in the telecommunications industry preferred.
- Project management experience or exposure is a plus.
- Bachelor's Degree is preferred.
- Demonstrated ability to manage multiple priorities simultaneously in a fast-paced environment.
- Strong organizational skills with the ability to work independently and as part of a collaborative team.
- Excellent written and verbal communication skills, including the ability to convey complex information clearly to a diverse audience.
- Proficiency in Microsoft Excel, Word, project management software and/or CRM tools.
- SAP experience is preferred.
- A passion for delivering premier customer experiences and a proactive approach to problem-solving.
- Ability to analyze processes and recommend improvements to increase efficiency and effectiveness.
- Full time, in-office position, located in Aurora IL headquarters (Naperville area).
- Required to sit, stand, bend and walk regularly; lift and/or move up to 25 pounds.
- Visual and auditory ability sufficient for written and verbal communication.
- The noise level in the work environment is usually moderate.
Salary Range: $65,000 -$80,000
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