The Customer Service Representative serves as a key point of contact for customers, delivering exceptional support through phone, email, and chat channels. This role is dedicated to responding promptly and professionally to inquiries, providing accurate information about products and services, and assisting with order entry and tracking.

Job Details

• Position Type: Hourly, Full Time (Non-Exempt)
• Pay Range: $19 - $21 per hour (depending on skills and experience)
• Work Location: Metform (7034 IL Rt 84, Savanna, IL 61074)

Key Responsibilities

• Promptly and professionally respond to customer inquiries across multiple channels, ensuring a high level of customer satisfaction.
• Provide accurate and detailed information regarding products and services, helping customers make informed decisions.
• Assist with manual order entry into system, processing and tracking.
• Resolve basic customer issues and escalate complex problems as necessary.
• Maintain comprehensive and organized documentation of all customer interactions, ensuring all details are captured for future reference.
• Collaborate with team members to enhance service quality.
• Stay updated on product knowledge and company policies.
• Identify and assess customer needs to provide tailored solutions, enhancing the overall customer experience.
• Handle complaints, provide appropriate solutions, follow up to ensure resolution.
• Work closely with the accounting department to rectify invoice discrepancies, ensuring accurate billing and customer trust.
• Use computerized systems for pricing, ordering, tracking, reporting, information gathering and/or troubleshooting.
• Perform all other duties as assigned.

Skills/Competencies

• Intermediate verbal and written communication skills.
• Ability to follow written and verbal directions and interpret work instructions.
• Ability to effectively solve problems and implement solutions.
• Ability to work as part of a team effectively.

QUALIFICATIONS (REQUIRED):

• Experience: Minimum of 1 year of customer service experience

PHYSICAL REQUIREMENTS:

• Must be able to sit for long periods.
  

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About MacLean-Fogg
At MacLean-Fogg, you’ll be part of a global manufacturing leader with a 100-year legacy of innovation and excellence. We partner with some of the world’s most iconic brands to create high-quality fasteners, components, and engineered solutions for industries that shape the future. With the recent addition of Mallard Manufacturing, we’ve expanded into industry-leading gravity flow solutions for material handling. Here, your ideas and skills will make an impact—driving cutting-edge solutions, advancing sustainability, and helping build a better tomorrow. Join a collaborative team where your contributions matter and your career can thrive.
Why Join MacLean-Fogg?

At MacLean-Fogg, we are committed to supporting our employees with a comprehensive benefits package designed to foster growth, well-being, and financial security:

• Competitive Compensation: Rewarding your expertise and contributions.
• Health & Wellness: Comprehensive medical, dental, and vision plans with preventative care covered at 100%.
• Financial Security: 401(k) with company match and profit-sharing opportunities.
• Support for Growing Families: We provide paid parental leave to support all parents during important family milestones.
• HSA & FSA Plan Options: Flexible spending and savings options to help you manage medical expenses effectively.
• Wellness Perks: Tuition reimbursement, wellness equipment rebates, and mental health support through Spring Health, offering free therapy sessions.
• Life and AD&D Insurance: Peace of mind with coverage that protects you and your loved ones.
• Disability Coverage: Income protection during life’s unexpected challenges, ensuring you feel supported.
• New Vehicle Supplier Discounts: Access exclusive savings on vehicles from leading manufacturers.
• Work-Life Balance: Flexible benefits tailored to meet your family’s needs.

Diversity & Inclusion at MacLean-Fogg
Various agencies of the United States Government require employers to maintain information on applicants pertaining to factors such as race, sex, and type of position for which an individual applies. The information requested is voluntary and is for compliance with certain record-keeping requirements. MacLean-Fogg is dedicated to fostering an inclusive and diverse workplace. We actively promote equal opportunity for all applicants, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristics. Discover more about your Equal Employment Opportunity rights as an applicant. If you require a reasonable accommodation to participate in our hiring process, please contact careers@macleanfogg.com

• Promptly and professionally respond to customer inquiries across multiple channels, ensuring a high level of customer satisfaction.
• Provide accurate and detailed information regarding products and services, helping customers make informed decisions.
• Assist with manual order entry into system, processing and tracking.
• Resolve basic customer issues and escalate complex problems as necessary.
• Maintain comprehensive and organized documentation of all customer interactions, ensuring all details are captured for future reference.
• Collaborate with team members to enhance service quality.
• Stay updated on product knowledge and company policies.
• Identify and assess customer needs to provide tailored solutions, enhancing the overall customer experience.
• Handle complaints, provide appropriate solutions, follow up to ensure resolution.
• Work closely with the accounting department to rectify invoice discrepancies, ensuring accurate billing and customer trust.
• Use computerized systems for pricing, ordering, tracking, reporting, information gathering and/or troubleshooting.
• Perform all other duties as assigned