About Sub Source:

Sub Source is a trusted job shop specializing in full-service metal finishing, coating, and nondestructive testing — all from a single, centralized location in Rockford, IL. We are NADCAP and ISO 9001:2015 certified and known for our high-quality standards and quick turnaround times. Our team thrives on precision, reliability, and technical excellence.

We are seeking a dedicated and detail-oriented Customer Service Representative to join our dynamic team. The successful candidate will play a crucial role in ensuring customer satisfaction by providing exceptional service. As the primary point of contact for our customers, you will be responsible for addressing inquiries, resolving issues, and delivering a positive customer experience.

Responsibilities

1. Customer Interaction:

- Respond to customer inquiries promptly and professionally via phone, email, or chat.

- Build and maintain strong customer relationships through effective communication and problem resolution.

- Provide information about products, services, and pricing to customers.

2. Order Processing:

- Assist customers with placing orders and guide them through the process.

- Verify order details to ensure accuracy and completeness.

- Coordinate with relevant departments to facilitate smooth order fulfillment.

3. Issue Resolution:

- Investigate and resolve customer concerns, complaints, or issues related to quotes, orders, or deliveries.

- Escalate complex issues to the appropriate departments for resolution.

4. Documentation and Record Keeping:

- Maintain accurate and up-to-date customer records, including quotes, orders, and interactions.

- Generate reports on customer interactions for management review.

5. Product Knowledge:

- Stay informed about product features, specifications, and updates.

- Continuously update knowledge on industry trends and pricing strategies.

6. Team Collaboration:

- Collaborate with cross-functional teams, including sales, marketing, and operations, to ensure seamless customer experiences.

- Previous experience in customer service roles is highly desirable.

- Strong communication and interpersonal skills.

- Detail-oriented with excellent organizational and time management abilities.

- Proficient in using CRM systems, and Microsoft Office Suite.

- Ability to work effectively in a fast-paced and dynamic environment.

- Problem-solving skills and the ability to handle challenging customer situations.

If you are passionate about delivering exceptional customer service, we invite you to apply and join our customer-centric team.