Customer Service Representative

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With over 20 years of experience supporting the metalworking community of Northern Illinois and Indiana, HFO Chicago is the exclusive distributor for Haas CNC machine tools and rotary products. We’re proud to represent America’s largest machine tool builder, offering a complete range of; 5-axis universal machining centers, vertical machining centers, horizontal machining centers, CNC lathes, CNC mills, rotary tables and 5C collet indexers. All Haas machine tools and rotary products are built to deliver high accuracy, repeatability and durability.  

Summary of Responsibility:

HFO Chicago is looking for a customer focused, detail orientated, and professional person to fulfill the Customer Service Representative role. The Customer Service Rep, fulfilling the service support role, will be responsible for providing telephone and email support to customers requesting service. This person will coordinate job creation of installation, maintenance, and repair workorders. Service Support is the engine that keeps our service operations running smoothly. In this fast-paced, customer-focused role, you’ll work side-by-side with our Service Manager, Dispatcher and Crew Leader to ensure top-tier service and customer satisfaction.

What You Will Contribute:

• Work directly with customers and internal service staff to provide customers with a service ETA based on incoming requests.

• Create work orders and service appointments in Salesforce.

• Provide stellar customer service across our internal and external customer base, keeping both up to date on current status of requests.

• Act as a backup within the department when necessary for various scheduling and follow-up tasks.

• Support Crew Leaders in reviewing non-billable work orders.

• Possessing and maintaining a basic knowledge of machine tool industry and product lines represented by the company will be helpful

Other Functions:

• Perform related duties as required

The duties listed above are intended only as illustration of the various types of work that may be performed. The omission of specific duties does not exclude them from the position if the work is similar or a logical assignment to the position.

Qualifications & Competencies:

• 2-4 years of industry experience or related customer service experience

• Previous administrative experience preferred

• Proficient skills in Microsoft Office, including Microsoft Word and Microsoft Excel

• Excellent customer service and problem-solving skills

• Ability to work well under deadlines and to multitask

• Excellent verbal and written communication skills

• Excellent critical thinking and problem-solving skills

What’s in it for You:

We take great pride in our employees and offer a variety of benefits that allow our employees to be successful inside and outside of work:

• Competitive starting salary

• Market competitive comprehensive health benefits including a zero premium medical plan offering, vision, dental, and company paid life insurance

• 3+ Weeks’ Vacation to Start

• 10 Company Paid Holidays

• 401(k) retirement plan with company contribution

• Tuition reimbursement

• Employee appreciation events and perks

• Employee Assistance Program

Mental and Physical Requirements:

The physical demands and characteristics of the work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Must be highly mobile, able to access all areas of the premises.

• Ability to concentrate and remain focused while prioritizing multiple tasks, responsibilities, and projects.

• Ability to sit for prolonged period of times.

• Able to perform bending, twisting, stooping, reaching, and lifting of moderate to heavyweight material up to 50 lbs. with assistance from equipment or other employees.

• Ability to frequently use hands and arms.

• Vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

• Ability to work responsibly and professionally in dynamic job sites that may involve tight timelines, changing priorities, and interaction with customers and team members.

Certain positions are designated as safety-sensitive due to the nature of the work performed. Employees in these roles may also be expected to:

• Ability to stand, walk, bend, kneel, crouch, climb, and reach for extended periods while servicing equipment.

• Ability to work in tight spaces or awkward positions, including accessing equipment interiors and elevated areas.

• Strong hand–eye coordination and fine motor skills required for precise electrical, mechanical, and diagnostic work.

• Ability to work in industrial environments, with exposure to noise, lubricants, coolants, metal chips, and other manufacturing conditions, while consistently wearing required personal protective equipment (PPE).

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.

Job Requisition: 1714C Elk Grove, IL