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 Customer Service Associate II (Permatron – Elk Grove, IL)

Position Reports To: Customer Service Supervisor

Department: Customer Service

FLSA: Non-Exempt

Who is Rensa Filtration?

Rensa Filtration is a family of companies dedicated to air filtration. By investing in innovation and the people who drive it, we manufacture, market, and distribute best-in-class solutions in the United States and Canada that keep environments safe and industries thriving. 

What We Do 

• We improve the environment - making indoor and outdoor environments cleaner by eliminating process contaminants through superior products and media. 
• We drive innovation in air filtration – by investing in the people and companies that develop the solutions that today’s world demands – to bring those innovative products to market so that our customers can bring maximum value and safety to the facilities and businesses they serve.

What you will do:

The Customer Service Associate II provides intermediate-level support to customers by resolving more complex inquiries and service issues. This role requires a deeper understanding of products, services, and systems, and may serve as a resource for junior team members. Associates at this level are expected to exercise sound judgment, contribute to process improvements, and ensure a high-quality customer experience across all interactions. 

• Respond to customer inquiries promptly and professionally. Providing accurate and detailed quotes based on customer requirements
• Serve as frontline representative to Rensa Filtration customers, handling inbound calls, emails and order requests with professionalism and urgency.
• Accurately enter and manage customer orders in the ERP system, ensuring timely order processing
• Provide guidance and informal mentoring to Customer Service Associate I team members.
• Coordinate with production, inventory and shipping teams to ensure on-time delivery and accurate order fulfillment.
• Identify recurring issues and recommend process or service improvements to leadership.
• Maintain up-to-date knowledge of products, services, policies, and procedures.
• Proactively communicate order status, backorder updates and delays to customers.
• Meet or exceed performance metrics related to quality, efficiency, and customer satisfaction.
• Participate in training sessions and contribute knowledge base documentation.
• Other Accountabilities as Assigned

Education:

• High school diploma or equivalent required; associate degree or some college coursework preferred.
• 2+ years of customer service or related experience.
• Experience with ERP Systems and Microsoft Office Suite
• Proficiency with customer service software, CRM systems, and standard office applications.
• Demonstrated ability to handle a variety of customer interactions with professionalism and empathy.

What Rensa provides: 

• Paid Time Off
• Health
• Dental
• Vison
• Health Savings Account
• Basic Life / Voluntary Life & AD&D
• Short/Long-Term Disability / Buy-Up Short/Long-Term Disability
• Critical Illness Insurance
• Hospital Indemnity Insurance
• Cancer Insurance
• Employee Assistant Program

Competencies:

• Developing professional expertise, applies company policies and procedures to resolve a variety of issues. 
• Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.
• Normally receives general instructions on routine work, detailed instructions on new projects or assignments.

Working Conditions:

Office Environment: This position is primarily performed in a professional office environment with standard lighting, temperature, and noise levels. The role requires prolonged periods of sitting at a desk and working on a computer. The employee must be able to access and navigate office and production areas as needed. Occasional lifting of items weighing up to 20 pounds may be required, such as boxes, office supplies, or product samples. The position may also involve regular interaction with internal teams, vendors, and logistics personnel, requiring effective verbal and written communication skills. Standard business hours apply, with occasional flexibility based on operational needs.

Note: The above working conditions are subject to change based on company policies and the nature of specific projects or assignments. Any modifications or updates will be communicated in a timely manner.

EEO Statement:

We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Rensa Filtration is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.