JOB DESCRIPTION



Job Title: Customer Service Rep


Location: Vernon Hills, IL


Department: Sales Support/Customer Service


Reports To: Sr.

Manager, Customer Service/Order Entry


Direct Reports/Manages others: No


Hybrid Schedule: Our hybrid work environment includes two (2) remote days/week.



Rust-Oleum Corporation is a worldwide leader in protective paints and coatings for both home and industry.

We offer a wide range of products including decorative fashion paints, durable industrial roof repair coatings and, of course, our famous rust-fighting formula that started it all.


JOB PURPOSE:


The customer is everything at Rust-Oleum and our Customer Service Representatives take first class care of them.

They roll up their sleeves and handle anything requested by our field sales reps and our B2B customers (dealers and distributors) that will keep orders on-track and on-time.



Upon completion of the training program, this rep will work 8:00 am - 4:30 pm.



RESPONSIBILITIES:

• Engage with our sales reps and B2B customers via various methods, addressing their inquiries, concerns, and requests in a timely and professional manner.
• Provide accurate and detailed information about our products, services, pricing, and promotions.
• Assist customers in order status, tracking shipments, and processing returns or exchanges.
• Troubleshoot and resolve order issues, collaborating with internal teams as needed to ensure swift resolutions.
• Document all customer interactions and maintain accurate records in our system.
• Proactively identify opportunities to enhance the customer experience and contribute to process improvements.
• Educate customers on product features and usage to maximize their satisfaction and engagement.

• 3+ years call center customer service, sales support or B2B Account Management experience
• High School (or equivalent) Some College preferred
• Strong Excel skills; SAP experience preferred
• Effective communications skills - verbal and written
• Grace under pressure - remain positive and focused to the task at hand
• Ability to handle interactions in a diplomatic manner
• Effective problem-solving skills - quick on your feet and can think outside of the box
• Ability to multi-task and prioritize work all with a sense of urgency
• Familiarity with use of PC system for order placement, pricing, and distribution and to obtain information relative to customers, orders and products.

• After 30 days of employment, you will be eligible for a benefits package that includes medical, dental, life, disability and business travel insurance, flexible spending accounts, EAP, stock purchases and vacation/sick days/parental leave.
  
  
• We offer a 401(k) plan after three months of employment with company contribution.
  
  
• Associates are vested in the RPM Pension plan after completing five years of service.
  
  
• Rust-Oleum offers 9 paid holidays and two floating holidays per year.
  
  
• You are also eligible to earn two weeks of vacation and four sick days on an annualized basis.
• Subsidized breakfast and lunch at the corporate campus plus complimentary coffee & tea