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Customer Care Specialist

Norix Furniture
West Chicago, IL
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

The Customer Care Specialist establishes and cultivates strong relationships with customers, sales reps, and sales managers, leading to an outstanding customer experience. We are seeking an energetic candidate that will be accountable for providing a positive customer experience when dealing with the entire process of purchasing Norix furniture.

The ideal candidate must be a person who is well organized, self-motivated, and capable of handling complex details within the order process and the entire customer experience. The candidate must have excellent communication skills with a confident, calm demeanor under fire. This position is accountable for ensuring that customer feedback flows throughout the organization so we can improve the customer experience through innovative approaches.


Essential Job Functions:

· Provide an exceptional customer experience.

· Provide sales support and customer service support by answering phones, taking orders, tracking order status, expediting deliveries, and resolving customer issues.

· Become the expert on our product offering in order to make recommendations and advise the customer.

· Interact directly with customers via email, phone, and web chat.

· Manage customer returns and replacements (RMA). 

· Call customers to follow-up after an RMA or Delivery Issue. Document anything Norix could do better for the future (Record in Case Management)

· Follow up post-sale with customers to ensure and enhance customer experience and create brand and company loyalty.

· Route qualified opportunities to the appropriate sales reps for further development and action.

· Document customer interactions/requests in the ERP system per the appropriate job file.



· Minimum of 5 years in a customer-oriented role.

· Must be proficient with ERP, CRM, and MS Office applications (Outlook, Excel, Word).

· Inside sales or sales experience is a plus.

· Customer Service certifications are a plus.


Job Information:

· Job Type: Regular, Full-time, Hourly

· Location: West Chicago, IL

· Hours: 8:00AM to 4:30PM

· Reports to: Customer Experience Manager

Company Description
About Norix:

Norix produces innovative, robust furniture that meets the real-world need for humanizing challenging environments. For 35 years, the company has served the behavioral healthcare, corrections, fire/rescue, military, shelter, public safety and variety of commercial industries by providing uniquely functional furnishings for every application.

Norix furniture is designed for safety, security and extreme durability. Norix furniture is extraordinary by design, surpassing industry standards for strength, safety and long-term performance. Norix products emphasize good design and are developed for facilities that require furniture that can humanize their environments. Norix is privately held and is headquartered in West Chicago, IL with consultative sales representatives and dealers throughout the U.S.

Norix recently moved into a newly constructed 200,000 square foot facility at One Innovation Drive, West Chicago, IL in the DuPage Business Center. This new facility houses our corporate offices as well as a new manufacturing and distribution center. Our new campus encompasses 22 acres affording Norix the ability for future expansion as well as an adjacent 15-acre nature area. The roof of the new facility will contain over 3,000 solar panels providing for 100% of Norix’s anticipated electricity demands. Our construction website can be found at

Employee wellness is a core principle of our design with a focus on bringing the outdoors in through the extensive use of glass on the walls and roof. Key features include a fitness center, a large 32’ clear lobby and café, soccer field, two outdoor patios, training center, electric car charging, and ergonomic furnishings. This is a tobacco-free campus.

Norix Furniture


West Chicago, IL