Senior Customer Service Specialist

Senior Customer Service Specialist

Our most important asset is our people. Who we are, what we do, how we do it and why we are passionate are all centerpieces of why we succeed. We are proud to be recognized : Among Americas Best Midsize Employers by Forbes in 2021, 2022, and 2024 As a Chicago Tribune Top Workplace for four consecutive years (2021-2025) We currently operate in-office Monday-Thursday, with an optional remote day on Friday. The Senior Customer Service Specialist will provide superior customer service support to our key strategic B2B customers to meet all their order requirements. Proactively manage orders and exceptions such as pricing, label requirements, promotions, and shipping schedules, heavy emphasis on EDI orders and Excel reporting. Work closely with other teams including Sales, Forecasting, APO and Traffic to ensure customer order needs are met and concerns are escalated and resolved. Provide timely customer reporting as needed. Must be organized and able to multi-task to manage ever-changing priorities based on customer needs and departmental expectations.

In This Role, You Will

• Manage EDI orders within Oracle ERP, run / prepare reporting through Excel, and manage customer communication through email and customer extranet sites
• Run reports daily and / or weekly to identify order exceptions and actions
• Work cross-functionally with Forecasting, Traffic, Distribution, APO and Credit to communicate and ensure execution of customer requirements
• Proactively communicate with customer regarding order confirmations and exceptions such as product availability, shipping schedule, etc.
• Provide timely phone and email support to B2B customers and Sales

What You Bring to the Team

The hiring range for this position in Itasca, IL is $50,000 - $60,000. The base pay actually offered will take into account internal equity and also may vary depending on the candidates geographic region, job-related knowledge, skills and experience, among other factors. An annual incentive may be provided as part of the compensation package, in addition to a full range of medical, financial and / or other benefits, dependent on the level and position offered. An overview of our benefits offering is available here.

Fellowes Brands - A Family Business Since 1917

For over a century, Fellowes has been committed to positively impacting people through our culture, relationships and solutions. We have evolved toward relevance with each decade and generation, responding to a constantly changing world. Today, we are on an ambitious journey.

Equal employment opportunity, including veterans and individuals with disabilities.