Customer Service Representative
AESSEAL · Rockford
Job Description:
Job Purpose
Responsible for delivering high-quality customer service while supporting the outside sales team through accurate order entry and quoting, ensuring a positive resolution for all customer inquiries. This role serves as a critical link between customers, sales, and internal teams, ensuring timely and effective responses to complex inquiries related to pricing, lead times, and product applications.
Duties & Responsibilities
- Provide responsive, professional customer service by managing inquiries, orders, and requests from customers and outside sales representatives
- Prepare accurate and timely quotes, including complex pricing and lead time evaluations
- Coordinate with internal teams (production, engineering, supply chain) to confirm feasibility, lead times, and specifications
- Actively support outside sales team members by:
- Assisting with quotes and customer communication
- Providing product, pricing, and availability information
- Helping resolve customer issues and escalations
- Research issues, interpret available information, and use critical thinking to solve problems independently
- Maintain organized records of quotes, orders, and customer interactions
- Assist other customer service representatives to support overall team performance and workload
Other duties, responsibilities, and activities may be modified or assigned at any time based on business needs.
Health, Safety, Environment, Quality and Ethical Standards
Ensure compliance with the Health, Safety, Environment, Quality, and ethical standards of the group are sustainable and world-leading.
Organization
This position has no supervisory responsibilities.
Key Skills and Qualification
- High School Graduate or GED
- Strong customer service and communication skills
- Strong collaboration skills across multiple departments
- Ability to manage multiple priorities in a fast-paced environment
- Proven ability to analyze information and solve problems with limited direction
- Basic technical aptitude with the ability to learn product applications
- High attention to detail and accuracy
- Prior experience in customer service – preferably in an office environment – including order entry, quoting, or inside sales support is preferred.
- SAP experience preferred
Physical Requirements
Physical Demands
Lift/Carry
Stand
F (Frequently)
Walk
F (Frequently)
Sit
C (Constantly)
Reach Outward
F (Frequently)
Reach Above Shoulder
N (Not Applicable)
Climb
N (Not Applicable)
Crawl
N (Not Applicable)
Squat or Kneel
O (Occasionally)
Bend
O (Occasionally)
10 lbs or less
O (Occasionally)
11-20 lbs
O (Occasionally)
21-50 lbs
O (Occasionally)
51-100 lbs
N (Not Applicable)
Over 100 lbs
N (Not Applicable)
Push/Pull
12 lbs or less
O (Occasionally)
13-25 lbs
O (Occasionally)
26-40 lbs
O (Occasionally)
41-100 lbs
N (Not Applicable)
N (Not Applicable)
Activity is not applicable to this occupation.
O (Occasionally)
Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)
F (Frequently)
Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)
C (Constantly)
Occupation requires this activity more than 66% of the time (5.5+ hrs/day)
AESSEAL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.