Customer Service Specialist, Interiors in Itasca, Illinois at Fellowes Brands

Description

Our most important asset is our people. Who we are, what we do, how we do it and why we are passionate are all centerpieces of why we succeed.

Role Summary

At the heart of every great customer experience is someone who builds relationships, anticipates needs, and helps customers navigate challenges with confidence. As a Customer Service Specialist, Interiors, you'll serve as a trusted partner to dealers, sales teams, rep groups, and customers, ensuring orders move smoothly and questions are resolved with urgency, accuracy, and care.

In this role, you'll support a dedicated region and work closely with your team to deliver a seamless customer experience. You'll balance a high volume of inquiries while building strong relationships, solving problems, and helping customers find the information they need quickly. Success in this role requires strong communication skills, adaptability, attention to detail, and a collaborative mindset.

If you enjoy working in a fast-paced environment, thrive on helping others, and take pride in providing exceptional service, we'd love to hear from you.

Work Environment & Hours

We currently operate in-office Monday through Thursday and remotely on Fridays (note that some in-office Fridays will be required during training). Because collaboration and team support are critical to success in this role, in-office partnership and relationship building are highly valued.

The team works on staggered eight-hour shifts between the hours of 7am-6pm. Applicants must be available within these working hours.

In This Role, You Will…

• Serve as a primary point of contact for customers, dealers, rep groups, and sales partners, delivering a responsive and professional customer experience.
• Manage a high volume of customer inquiries, providing timely, accurate, and complete responses while prioritizing multiple requests throughout the day.
• Support your assigned region by building strong partnerships and ensuring customers receive proactive, solutions-oriented service.
• Process and manage orders throughout the order lifecycle, ensuring accuracy while keeping customers informed every step of the way.
• Anticipate customer needs and communicate effectively to minimize follow-up questions and create confidence in the solutions provided.
• Collaborate closely with internal teams, including sales, operations, product support, and logistics, to resolve issues and drive successful outcomes.
• Adapt quickly to changing priorities and customer needs in a dynamic, fast-paced environment.
• Maintain accurate customer, order, and case documentation within company systems.
• Contribute to a collaborative, team-oriented culture by sharing knowledge, supporting teammates, and helping drive continuous improvement.

What You Bring to the Team

• A passion for delivering exceptional customer experiences and building positive, lasting relationships.
• Demonstrated experience in customer experience, customer service, order management, account support, or similar role.
• Outstanding written and verbal communication skills, with the ability to communicate clearly, professionally, and confidently.
• Strong interpersonal skills and a customer-first mindset that enables you to build trust with both internal and external partners.
• Ability to manage multiple priorities and remain organized in a high-volume, fast-paced environment.
• A proactive and resourceful approach to solving problems and finding solutions.
• Strong attention to detail and commitment to delivering accurate work.
• Adaptability and resilience when priorities shift throughout the day.
• A collaborative, positive attitude and willingness to support team success.
• Comfort learning and navigating business systems and technology, including CRM and ERP platforms.
• Proficiency with Microsoft Office applications, including Outlook, Excel, and Word.
• A willingness to learn new products, processes, and industry knowledge.
• Flexibility to travel locally occasionally as business needs require (e.g., to our Chicago showroom for client visits).

You May Also Have…

• Experience with Salesforce, NetSuite, Oracle, or similar systems (preferred but not required).
• Experience within contract furnishings, manufacturing, distribution, or other business-to-business environments (preferred but not required).

The hiring range for this position in Itasca, IL is $24/hour to $26/hour. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills and experience, among other factors. An annual incentive may be provided as part of the compensation package, in addition to a full range of medical, financial and/or other benefits, dependent on the level and position offered. An overview of our benefits offering is available here: Fellowes Benefits Overview.

Fellowes Brands - A Family Business Since 1917
For over a century, Fellowes has been committed to positively impacting people through our culture, relationships and solutions. We have evolved toward relevance with each decade and generation, responding to a constantly changing world. Today, we are on an ambitious journey to grow our influence and impact in enhancing and maximizing work experiences worldwide. We are a “Brand on the Move” and remain committed to finding new ways to help people work better and feel better.

Visit our Careers Site: www.fellowesbrands.com/us/en/careers/Pages/overview.aspx

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Fellowes, Inc. does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Fellowes' property, and Fellowes will not be obligated to pay a referral fee. This includes resumes submitted directly to hiring managers without contacting the Talent Acquisition Department.