Electro-Matic, a SunSource company, has helped transform American industry by supplying automation components and solutions to leading U.S. manufacturers. Today, Electro-Matic continues to leverage the value of emerging technologies by developing practical applications for industrial, commercial, and retail markets. As a technology company, we help our customers enjoy the benefit of a supplier partner intently focused on delivering strong value-for-value relationships while turning innovation into value. www.electo-matic.com
The Customer Service Representative provides high-quality support to both internal and external customers by leveraging a strong working knowledge of our ERP system and collaborating closely with sales, accounting, and operations teams. This role is critical to ensuring accurate order processing, responsive customer communication, and overall customer satisfaction.
Essential Functions
Process customer orders, order changes, and returns in accordance with established policies and procedures
Perform contract review and ensure compliance with customer requirements
Prepare customer quotations and apply appropriate pricing
Respond to customer inquiries related to pricing, product availability, order status, and general account information
Maintain accurate ERP data, including part numbers, pricing, and item descriptions
Proactively follow up on customer orders by coordinating and expediting materials to meet delivery requirements
Support rush orders with an understanding of accounts receivable, shipping requirements, and supplier cutoff times
Understand and apply pricing matrices for assigned customer accounts
Identify materials eligible for return and independently research credit opportunities
Collaborate with outside sales representatives to resolve customer challenges and meet delivery expectations
Partner with Accounting to resolve disputed sales orders
Complete assigned departmental projects and process improvement initiatives
Experience, Education and Skills
HS Diploma or equivalent
Associate or technical degree preferred
2+ years of relevant customer service experience in a professional or technical environment
Customer service / inside sales experience within industrial distribution / manufacturing is preferred
Strong written and verbal communication skills
Excellent organizational, planning, and problem-solving abilities
High attention to detail with the ability to manage multiple priorities
Proficiency in Microsoft Office (Word, Excel, PowerPoint)
Working knowledge of ERP /CRM systems (required), experience with Epicor Prophet 21 (P21) is a great plus!
Ability to read and interpret procedures and product documentation
Strong interpersonal skills and ability to work effectively across departments
Occasional travel may be required for training purposes
Work Environment / Physical Requirements
Office-based position with moderate noise levels (voices, office equipment, foot traffic)
Regular interaction with customers, sales representatives, and internal departments
Ability to sit for extended periods
Frequent use of hands and arms for computer and desk work
Ability to communicate verbally and listen effectively
Ability to lift up to 20 pounds
Equal Opportunity Employer, including disability and protected veteran status. If you are an individual with a disability and require an accommodation to complete the application process, please contact [email protected] to request reasonable accommodation. Only requests for accommodation in the application process will be returned from this email address. This employer uses E-Verify. Please click here for additional information. (For Illinois E-Verify information click here, aquí).
