Customer Service Rep-Fairfield, IL

Seeking a Customer Service Representative role in a growing, family-owned business?

...If so, we want to talk with you!

Come join our family! Founded in 1954, Morgan Distributing Inc. ("MDI") is a third-generation, family-owned flagship motor fluid distributor in Illinois, Missouri, Indiana, Iowa, Kentucky, and Arkansas. We pride ourselves on delivering the highest quality motor oils, industrial lubricants, metalworking, gas, diesel, propane and specialty fluids to our customers. Our markets span automotive, trucking, heavy-duty, agriculture, construction, mining, power generation, and industrial. We provide industry leading technology through synthetic lubrication, energy savings analysis and assist in the development of long-term sustainable maintenance programs. We are proud to be family-owned, promoting a legacy of hard work, integrity, and a true dedication to customer service. Learn more about MDI at www.mdilubes.com.

Morgan Distributing, Inc. is an ExxonMobil Lubricant Distributor headquartered in Decatur, Illinois with 3 additional locations in Fairfield, Illinois, Cape Girardeau, Missouri, and Valparaiso, IN.

Currently, we are seeking a Customer Service Representative in our Fairfield, IL location.

These Customer Service Representative position will be responsible for supporting our Lubricants side of the business. Customer Service Representatives are responsible for processing orders, billing, supporting our sales team, warehouse team, drivers, other branches of the business, and more importantly building strong and trusting business relationships with our customers.

Responsibilities

• Thoroughly and efficiently gather customer information, access, and fulfill customer needs, and educate the customer where applicable.
• Provide quality service and support in a variety of areas including, but not limited to billing, placing orders, and resolving issues.
• Troubleshoot customer issues over the phone.
• Use automated information systems to analyze the customer's situation.
• Maintain a balance between company policy and company benefit in decision making. Handles issues in the best interest of both the company and the customer.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
• Responsible for compiling and generating reports as they relate to customer requests and needs.
• Continuously strive to work with the Sales Team, the Warehouse Team, the Operations Team, and all branch locations.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Requirements

• Highly developed sense of integrity and commitment to customer satisfaction.
• Demonstrated passion for excellence with respect to treating and caring for customers.
• 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 decision making and analytical abilities.
• Strong detail orientation and communication/listening skills.
• Willingness to work occasional approved overtime when needed.
• Possess a strong work ethic and team player mentality.

1 years of experience in customer service or help desk capacity preferred, but not required. Some experience with multiline phone systems and computers. Knowledge of technical support issues related to Internet connectivity and PC Troubleshooting experience a plus. Experience with Google, Microsoft Office and Adobe preferred.

Competencies

• Attention to Detail - job requires being careful about detail and thorough in completing work tasks.
• Dependability - Job requires being reliable, responsible, accountable, and dependable, and fulfilling obligations.
• Self-Control - Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
• Concern for Others - Job required being sensitive to others' needs and feelings and being understanding and helpful on the job.
• Stress Tolerance - Job requires accepting criticism and dealing calmly and effectively with high-stress situations.

Qualifications

• High School Diploma or equivalent
• Ability to use computers and computer systems, to process and verify information, and to resolve conflicts and negotiate.

Benefits:

• Medical, Dental and Vision coverage
• Paid Time Off (PTO)
• 401(k) Retirement Plan with Matching Contributions
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Health Reimbursement Agreement (HRA)
• Paid Holidays
• Life Insurance
• Voluntary Disability Benefits
• Wellness Program
• Referral Bonuses

To learn more about this job in detail, please view the attached job description.