Customer Service Representative at Magnetic Inspection Laboratory Inc – Elk Grove Village, Illinois

At MIL, we make the complex simple; we bring together the brightest minds and subject matter experts to process precision parts that become components on space, aircraft, and defense systems. The reliability of what we do and how we do it, makes the difference in the lives of those who use these systems. What sets us apart? Our people and our relentless dedication to helping our customers. We are the special processor of choice for missions to the skies, Mars, and beyond.

Our core values guide everything we do:

• Passionate – Team members are motivated to contribute, with enthusiasm, to the success of MIL and our customers.
• Collaborative – We foster a culture of mutual respect and diverse perspectives to overcome challenges together as one team.
• Can-Do – Approach every challenge with a positive attitude and determination to succeed.
• Own Results – We take responsibility for our actions and their outcomes to ensure MIL’s objectives are met.
• Quality Driven – We are committed to maintaining the highest standards of quality in everything we do by doing what’s best for our customers.

Position Overview: The Customer Service Representative is responsible for coordinating daily communications with customers and performing administrative functions to support order fulfillment.

Essential Job Responsibilities:

• Efficiently manage customer requests and facilitate communication, both internally and externally, to ensure order throughput and customer satisfaction.
• Verify and convey accurate information such as order status, expediting options, delivery tracking and other customer inquiries regarding orders and general customer service.
• Provide timely resolutions to customers through various communication channels including but not limited to in person, over the phone, and via email.
• Collaborate with internal business partners to ensure customer’s expectations are exceeded for assigned and unassigned accounts.
• Ensure a high level of accountability and consistency in adhering to customer specific quality, processing, communication and turnaround requirements.
• Assist in administrative functions throughout the Customer Service department including order entry, planning, customer request and department initiatives.
• Develop comprehensive knowledge of the processes and services MIL performs to promote the company’s brand and capabilities across the industry.
• Conduct and take part in company tours, as well as periodically visit customers to build foundational knowledge of MIL’s customer base and their expectations.
• Contribute towards various non-routine responsibilities, projects and company initiatives, including ongoing support across logistics, customer service, and data planning functions.
• Take part in applicable ongoing training sessions and continuous process improvement programs and participate in periodic testing and performance evaluations.

Knowledge, Skills, Abilities:

• Must be a detail-oriented, organized, self-starting, and hardworking individual with excellent communication and genuine interpersonal skills.
• Must have critical thinking skills and the ability to develop solutions for complex situations.
• Ability to learn the fundamentals of special processing in the manufacturing of Aerospace and Defense components.
• Prioritize and efficiently complete tasks with consistency and accuracy, often under pressure and/or short deadlines.
• Ability to learn MIL’s processing turnaround requirements and be an advocate for order throughput.
• Develop and maintain a comprehensive understanding of MIL’s processing capabilities, as well as MIL’s Quality System, general procedures, and applicable industry standard specifications.

Minimum Job Requirements:

• At least two years’ professional experience in a customer service role, preferably in manufacturing.
• PC proficient with a thorough understanding of Microsoft Office applications and capable of learning MIL’s internal ERP software.
• Applicants must have a high school degree at a minimum. College degree or some college coursework is preferred.
• Maintain a professional appearance and uphold a positive company image.
• Bilingual in English/Spanish a plus.

Reports To: The CSR reports to the Customer Success Manager.

Hours: Standard office hours, some overtime will be required.

Full-Time MIL employee benefits include:

• Annual performance and compensation review, with eligibility for annual bonuses.
• MIL Inc. 401(k) plan with employer matching and profit sharing.
• Premium health insurance as well as supplemental vision and dental insurance plans.
• Company paid and supplemental life insurance and AD&D.
• Company paid holidays and personal paid time-off accrual.

Please do not hesitate to ask for additional details on any of our benefits & policies.