Lawson Products Customer Service Representative - Coordinator in Chicago, Illinois

Customer Service Representative - Coordinator

Location IL - Chicago

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Customer Service Rep - Coordinator - Chicago, IL

Works with and supports the Customer Service Supervisor. Leads the Customer Service team with leadership support on their daily activities and responsibilities. Provides outstanding world-class customer service and transactional support, in an inbound and outbound capacity, to Lawson Products’ sales reps, existing and potential customers.

Understands and identifies the most complex customer service issues and assists the Customer Service team in resolving issues. Oversees the department and acts as the Supervisor during Supervisor's absence.


  • Assists the customer service team in achieving and maintaining a consistent level of performance against established KPI's. Produce accurate and timely daily, weekly and monthly reporting of team performance metrics, KPI's.

  • Monitor queues and make adjustments to minimize abandon rate and meet department service level goal.

  • Receives, investigates, documents, and responds accurately to all inquiries (via phone, fax, email and other internal systems).

  • Maintains and executes all inquiries and requests received via department shared mailboxes.

  • Handles and resolves customer and sales rep inquiries as needed.

  • Oversees and completes small projects as assigned - may delegate or enlist the support of staff to complete projects.

  • Interacts and works with sales reps, customers, and other internal departments on daily basis to achieve the desired end result.

  • Performs advanced and complex data entry which include but are not limited to entering lengthy and manual sales orders, with specific shipping instructions into the SAP system direct.

  • Modifies existing transactions such as orders, returns, and carrier discrepancies with appropriate parties while documenting and communicating in a concise and effective manner to ensure data and resolution integrity as it relates to being timely and accurate.

  • Provides status of quotes, orders, returns, credits, and invoice rebill requests.

  • Complete comprehension of account balance information such as current past due invoices as well as any past due invoices with proper communication to the inquiring party.

  • Researchesproduct management systems to identify products with minimum information, thru limited part numbers, description, and/or previous part numbers from the database.

  • Answers complex and specific product questions as the last measure prior to enlisting the assistance of the Engineering and Product Management team.

  • Facilitates resolution of transactional discrepancies and customer complaints to ensure both immediate and long-term resolution in a practical but methodical manner.

  • Maintains and updates standard work instructions.

  • Expedites shipments per sales rep or customer requests, and verifies orders are fulfilled on-time and per customer specifications.

  • Ensures compliance with all federal, state, local laws, and company policies with regards to state restricted product availability and specific shipping requirements. (e.g. hazardous materials).

  • Tracks order status thru ADSI software and carrier websites that may require research, tracking and tracing customer shipments to provide proof of deliveries upon request.

  • Contacts and inquires with various carriers directly or Logistics team regarding shipment discrepancies via phone or e-mail channel.

  • Works with the distribution centers for all warehouse related issues, requests, and activities pertinent to the Customer Service team.

  • Resolves returned goods discrepancies, complete and submit Approval Letters to management for out-of-policy requests.

  • Identifies variances with pricing, product quantities, and initiates communication to the respective customer to ensure resolution.

  • Advises customers on the status of product audits, line-routing, and availability.

  • Works thoroughly on collecting pertinent information for product returns and facilitate product return requests between the Customer Service team, Sales Rep/Customer and distribution centers and resolve as appropriate.

  • Processes customer credit card payments successfully and accurately.

  • Advises leadership team as necessary of any and all problems with processes and or systems as they occur.

  • Handles a multitude of document requests such as invoices, credits, debits, packing slips, order confirmations.

  • Processes credit and debit memo requests where appropriate

  • Observes the floor and assists Customer Service Reps. with questions and handling of escalation calls when needed in a professional and results-driven manner.

  • Provides direction, assistance, and mentors all members of the Customer Service team.

  • Assists Supervisor and Manager with new hire training and existing team refresher training thru side-by-side and or classroom training sessions.

  • Participates in the Customer Service Reps. hiring process by conducting first-round interviews.

  • Attends, contributes, and co-leads weekly team meetings.


  • Excellent oral and written communication skills to convey issues and opportunities.

  • Advanced computer skills and the ability to navigate company internal and external websites.

  • Microsoft Office knowledge, including, but not limited to Outlook, Word, and Excel.

  • Solid understanding and familiarity of the Maintenance, Repair, and Operational (MRO) industry.

  • Strong SAP technical and process related skills highly desired.

  • Able to successfully multitask and manage time efficiently.

  • Highly skilled in problem-solving and decision making.

  • Excellent organizational and leadership skills.

  • An energetic and reliable person committed to delivering exceptional customer service


  • Dedicated, punctual and reliable.

  • A bright, friendly, energetic, driven and open-minded individual committed to delivering exceptional world-class customer service, with a focus on process improvement.

  • Results oriented team player with a proven ability and willingness to produce accurate work, follow through and make well-informed, educated decisions.

  • Progressive attitude with a keen eye in identifying areas of improvement opportunities with both people and processes.

  • A.A. degree or certification preferred. High School Diploma or GED at a minimum.

  • 3+ years experience in an inbound call-center environment.

  • Aptitude for product knowledge - actively uses available tools and programs.

  • Aspirational attitude with a drive seeking professional and personal growth

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