Customer Service Representative

We are looking for a Customer Service Representative to join our Rockfon team in Chicago, IL .

The Customer Service Representative (CSR) is essential in fostering and maintaining relationships between Rockfon and our customers.

This role is crucial for ensuring overall customer satisfaction by promptly and effectively addressing inquiries and requests.

This position is onsite Monday- Thursday, with a work for home day on Friday.

Ready to help build a better future for generations to come?

In an ever-changing, fast paced world, we owe it to ourselves and our future generations to live life responsibly. At ROCKWOOL, we work relentlessly to enrich modern living through our innovative stone wool solutions.

Join us and make a difference!

What you will be doing :

• Process telephone and email orders / inquiries for customers, distributors, architects, and sales team
• Answer product inquiries and availability
• Work with logistics team for freight quotes and building truck loads.
• Expedite, follow up and track customer’s orders.
• Develop close relationships with customers while promoting positive personal and company image.
• Keep strong and regular communication with the sales force, product managers and production teams.
• Utilize problem solving and decision-making skills to accurately identify customer’s needs and implement the correct procedures to resolve an issue in a timely manner.
• Develop comprehensive knowledge of company services, products, and procedures.
• Assist team in meeting goals and ensure a smooth operation of the department.
• Key Performance Indicators for the department’s performance are :
• Order Entry Errors accuracy rate for entering orders.
• Customer Service satisfaction rating given by customers.
• Cost avoidance measures (as relates to shipping customer orders)
• Deduction resolution

What you bring :

• 2-3 years of customer service experience preferred.
• SAP experience a plus.
• Continues improvement mindset.
• Exceptional communication skills, written and verbal.
• Ability to work collaboratively with the CSR team as well as other departments.

What we offer :

• Competitive Salary
• Generous Benefits - Effective your first day!
• Comprehensive Medical, Dental and Vision coverage
• Educational Assistance
• 401K Match - up to 6%
• No cost Life and Disability Programs
• Company provided Personal Protective Equipment
• Employee Assistance Program (EAP)
• Fitness reimbursement
• Work-Life Balance
• Paid Time Off (PTO)
• 12 Paid Holidays per year
• Paid Parental Leave

Who we are :

We are the world leader in stone wool solutions. Founded in 1937 in Denmark, we transform volcanic rock into safe, sustainable products that help people and communities thrive.

We are a global company with more than 12,000 employees, located in 40+ countries with 51 manufacturing facilities all focused on one common purpose to release the natural power of stone to enrich modern living.

Sustainability is central to our business strategy. ROCKWOOL was one of the first companies to commit to actively contributing to the United Nations Sustainable Development Goals (SDG’s) framework and are actively committed to 11 SDGs, including SDG 14, Life Below Water.

Through our partnership with the One Ocean Foundation and in connection with our sponsorship of the Denmark SailGP team, we will help raise awareness around ocean health challenges in an effort to accelerate solutions to protect it.

Work Environment & Conditions :

• Our offices are thoughtfully designed to foster collaboration, creativity, and opportunities for social engagement, allowing employees to find balance and bring their best selves to work.
• ROCKWOOL believes in giving back to the communities where we operate. Our offices worldwide engage in philanthropic initiatives, community involvement, and sustainability efforts that contribute to improving society and the environment.

We encourage our employees to get involved and make a positive impact in the communities we serve.

Diverse and Inclusive Culture :

We want all our people to feel valued, respected, included and heard. We employ 79 different nationalities worldwide and are committed to providing equal opportunities to all employees, promote diversity, and work against all forms of discrimination among ROCKWOOL employees.

At ROCKWOOL, you will experience a friendly team environment. Our culture is very important to us. In fact, we refer to our culture as The ROCKWOOL Way .

This is the foundation in which we operate and is based upon our values of ambition, responsibility, integrity and efficiency.

ROCKWOOL is proud to be an Equal Opportunity Employer. We evaluate qualified candidates without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.