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Lawson Products Customer Service Coordinator in Chicago, Illinois

Customer Service Coordinator

City: Chicago

State/Province: IL

Country: United States

Division: Corporate

Job ID: 9830

Since 1952, Lawson Products has worked hard to make our customers' jobs easier by improving their operational efficiency, productivity and overall performance. As a leader in the MRO industry, we partner with customers to make sure they have the right maintenance and repair parts on hand when needed.

We’re looking for a motivated Customer Service Coordinator with strong leadership skills. Under general supervision, this position provides specialized customer service and administrative support to Lawson Products’ customers and sales reps. The coordinator is expected to understands the most complex customer service issues and assist co-workers in resolving issues. They are responsible for overseeing the department in the supervisor's absence.

Our corporate headquarters is located in Chicago, IL. We offer 401k plus vision, dental and medical benefits, as well as a paid holiday and PTO package.

Responsibilities:

  • Serves as first point of contact for approval requests and customer escalations.

  • Provides coaching and guidance to customer service representatives. Facilitates resolution of both transactional discrepancies and customer complaints, ensuring issues are resolved.

  • Performs customer service duties as needed, interacting with sales reps, customers, and other internal departments.

  • Receives, investigates, documents, and responds to inquiries and issues, including orders, returns, shipment status, products and invoices, in accordance with established procedures.

  • Expedites delivery per customer requests. Verifies orders are fulfilled on time and per customer specifications. Researches and provides proof of delivery upon request.

  • Identifies order variances including delivery dates, price, and quantities. Initiates communication with the customer to ensure both immediate and long-term resolution.

  • Advises customers of the status of open items including, but not limited to, order processing, product audits, routing, and quotes.

  • Ensures compliance with all federal, state, local laws, and company policies with regards to state-restricted product availability.

  • Updates and reviews the daily work performance metrics of Customer Service Representatives' Key Performance Indicators.

  • Obtains, documents, and shares customer feedback proactively. Recommends training and professional development for Customer Service Representatives as required.

  • Assists with training and orientation of new employees.

  • Participates in and at times leads team communication meetings.

  • Performs other duties as assigned by management team.

Qualifications & Requirements:

  • High School Diploma or GED with at least 7 years’ experience in an inbound call center.

  • Reliable and punctual, with a solid attendance record.

  • Commitment to delivering exceptional customer service.

  • Results-oriented team player that produces thorough and accurate work.

  • Keen eye for process improvement.

  • Must possess strong analytical and problem-solving skills, with the ability to make well-reasoned decisions.

  • Strong PC skills and proficiency in Microsoft Word, Excel & Outlook. SAP experience is a plus.

  • Excellent written and verbal communication skills are a must.

  • Ability to maintain customer orientation and multi-task in a fast-paced environment, with a strong sense of urgency and follow through.

  • Formal customer service soft skills certification or training a plus.

  • Previous manufacturing/distribution experience a plus.

Lawson Products is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

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