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Sr. Customer Service Representative

Sterling Oak Lawn, IL
  • Expired: over a month ago. Applications are no longer accepted.

Job Description

Primary Duties:

  • Review customer project plans, rental agreements, purchase orders and acknowledgments for accuracy. Follow-up to ensure that the order is being processed per plan and must be capable of addressing order exceptions to the benefit of both the customer and the company. Inform customer and/or sales of any changes to the order, such as delivery dates. Drive the post-sales process successfully, through to invoicing, always with a focus on the customer experience.
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience. Not satisfied with the status-quo. Work cross-functionally to implement process improvements.
  • Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly. Direct customers to the correct department as required.
  • Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
  • Provide quality service and support in a variety of areas including, but not limited to: accurate invoicing and order entry, and purchase order troubleshooting. Work directly with production as required to solve issues for customers.
  • Assist the sales team on troubleshooting customer orders. Maintain project schedules and be able to react quickly to schedule changes.
  • Troubleshoot customer issues over the phone. Use company computer systems to analyze the customer’s situation. Be well versed to offer product alternatives to solve customer issues.
  • Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
  • Obtain a robust understanding of the product the company manufactures and distributes.
  • Participate in cross-functional projects as requested by management.
  • Maintains a safe and healthy work environment by implementing, maintaining and aligning company policies that adhere to local, state and federal environmental, health and safety regulations.
  • Complies with and is an advocate of the company’s Environmental Policy and Procedures.

Required skills:

  • Highly developed sense of integrity and commitment to customer satisfaction.
  • Demonstrated passion for excellence with respect to treating and caring for customers.
  • Ability to maintain tight project schedules with a high rate of change.
  • Ability to identify opportunities for continuous improvement. Advocate for continuous improvement throughout the organization.
  • Ability to communicate clearly and professionally, both verbally and in writing.
  • Has "thick skin" and is able to handle complaints and unpleasant customers.
  • Has a pleasant, patient and friendly attitude.
  • Strong independent decision making and analytical abilities.
  • Attention to detail and strong communication/listening skills.
  • Willingness to work a flexible schedule and occasional overtime when needed.
  • Possess a strong work ethic and team player mentality.


  • High School Diploma or equivalent, some college preferred.
  • 5+ years of experience in a customer service/support required (not call/contact center), manufacturing company preferred.
  • Process improvement or lean manufacturing experience preferred.
  • Experience with Microsoft NAV preferred.
  • Must have proficient skills with MS Excel - Pivot tables and macros
  • Experience with multiline telephones and personal computers helpful.
  • Experience with Internet Explorer and Microsoft Office preferred.

Sterling Site Access Solutions is a EEO/AAP employer. All qualified applicants will receive consideration for employment without regard for race, color, religion, sex, sexual orientation, gender identity or national origin.


Family run for nearly 70 years, Sterling supports the construction of our nation’s energy infrastructure with turnkey site access solutions and breakthrough innovation. Based just outside of Chicago with a 60 acre campus including 500,000 sq ft of manufacturing space, Sterling was named Crain’s Chicago Business Magazine’s Fast Fifty, Chicago’s fastest growing companies in 2014 and 2015. As America’s largest CLT mat manufacturer, Sterling’ has engineered the TerraLam® mat to save customers’ time and money by being lighter, faster and longer lasting than traditional mats. Sterling also offers complete site access solutions services through Midwest Access Solutions, Sterling Access Solutions and Sterling Pipeline Solutions. Sterling is committed to developing our employees, providing best in class customer service and being responsible stewards of the environment.


Oak Lawn, IL