Customer Service Representative

Join our vertically integrated team at MAT Holdings, Inc., a leading global manufacturer with a 40-year history. We're proud to provide employment opportunities for more than 14,000 employees across 12 countries. Headquartered in Long Grove, Illinois, we have over 40 factories on three continents, including 2.1 million square feet of U.S. distribution and manufacturing space.

You will find our products in home improvement centers, big box retailers, hardware stores and automotive chains. They're in the cars you drive, the trailers you tow, and the heavy-duty machinery you operate.

MAT can maintain consistent expertise and solutions across the entire supply chain. We’re experts in engineering, manufacturing, quality assurance, logistics and distribution, marketing, design, and customer service — we don't just make it happen, we ensure it happens with excellence.

We’re more than manufacturing, we’re MAT.

Benefits

• MAT Holdings Inc. and its subsidiaries offer a complete benefits package that includes medical, dental, vision, and disability insurance after 60 days of employment
• Paid Time Off (PTO), including paid vacation, sick days, and paid holidays
• 401k Retirement Plan + Company Match
• Career Advancement Program, training and development
• Wellness Programs, including fitness reimbursements and mental health support
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
• Voluntary Life / AD&D , Employer Provided Life/AD&D
• and More

Do you like working in an environment where you can thrive on things changing and moving quickly, taking customer calls, working with them to resolve issues, answering questions, and providing product information?  Promote good customer relations by consistently providing premier customer satisfaction with a friendly demeanor, can-do attitude, and willingness to always help.  Are you good at developing a rapport with the customer base, have knowledge of account ownership, be responsive and timely with correspondence and problem resolution, and display a caring attitude?  Demonstrate sound decision-making judgment, abiding appropriately by established guidelines and procedures.

Responsibilities

• Work in a positive, team-oriented environment, providing excellent customer care to customers regarding daily transactions, addressing inquiries, and problem resolution.
• Receive customers’ requests, analyze requests, provide the information requested, or ascertain who can best provide the requested information and route the Request to the proper person
• Enter orders, credits, and returns in the SAP software program.
• Handle all incoming and follow-up calls and conduct any additional research as needed
• Work to develop an in-depth understanding of the customer's spoken and unspoken needs
• Identify and resolve the customer’s issues and anticipate future needs by       explaining/suggesting/providing additional information that the customer may need to know  
• Excellent problem solver who can think outside the box
• Maintain and Create Excel spreadsheets
• Cross-train within the department to learn multiple accounts and responsibilities
• Work with sales and purchasing staff
• Analyze transactions, review pricing, correct records, and adjust errors.
• Follow up with warehouses, carriers, and transportation to track and obtain proof of deliveries and shipping status
• Perform daily office responsibilities, working with the Customer Service Manager, to maintain  the efficient operation of the department
• Maintain a well-developed working knowledge of the complete line of products and services offered, taking responsibility for keeping up to date and request
• Assistance for further development needs.
• Continuously increase knowledge and skills through self-motivation.

• Minimum 3+ years of customer service experience
• Excellent Computer experience in Excel and Microsoft Office
• Knowledge of SAP a plus but not required
• Demonstrate outstanding verbal and written communication skills
• Ability to multi-task
• Ability to work independently and within a team
• Detail oriented          
• Well-organized and highly motivated
• Ability to take and follow directions from management         
• Ability to take a project from A-Z with little direction
• Must be willing to submit to a background check, employment verification, drug test, and computer/ skills testing

All your information will be kept confidential according to EEO guidelines.