Customer Service Representative II

  • Location
    Highland, Illinois
  • Job type
  • Category
    Call Center & Customer Service - Customer Service



• Associates Degree from accredited institution
• 1 year of experience with Microsoft Office applications (Outlook, Word, & Excel)
• 1 year of experience interacting with customers, subordinates and other members of
• 1 year of experience answering 70 to 200 phone calls, faxes or emails per day

• B.S. in Communication, Business, or Marketing from an accredited institution
• Prior knowledge of B-Line products


Provide world class customer support to both internal and external customers while maintaining complete awareness of all matters affecting a defined region of customers. Follows all internal policies and procedures to help meet company goals for revenue growth and profitability.


The incumbent will handle between 70 to 100 calls, faxes or e-mails per day. Responds to inquiries or problems on stock, orders and quotations for sales ranging from $50.00 to $1,000,000. The Customer Service Rep administers sales promotions per outlined guidelines and performs other appropriate functions as directed by the Customer Service Supervisor.


• Communicates directly with customers and outside sales representatives via phone and email to represent the company and obtain orders.

• Advises customers of availability, price, and terms in line with standard parameters. Exercises limited authority in pricing to meet competitive pressures.

• Coordinates with other departments to quote lead times and delivery dates for product which is not in stock.

• Accurately processes all customer requests including orders which are received via phone, fax or electronically from reps, distributors, OEM’s & internal sales personnel.

• Returns material authorizations and credit requests in the appropriate database.

• Follows up as necessary with other departments (i.e. Operations, Purchasing, Shipping & Finance) to ensure delivery dates are met, and proactively communicates delayed shipments to customers.

• Resolves problems with shipments or invoicing. Issues return authorizations and enters replacement orders as necessary.

• Issues quality notifications and escalates to appropriate team members for analysis and correction.

• Coordinates with B-Line production, engineering, and accounting departments for the processing of credits.

• Ensure issues are escalated to managers for prompt investigation and action as required.

• Advises customers on use and application of products.

• Cross-references B-Line products with competitor’s products. Suggests add-on products to customer’s order, as appropriate.

• Any other ad hoc duties as required.

  • Apply with Adecco

Reference number US_EN_2_022862_404606