About the Role

Location

Bensenville, IL

Role Type

Full-Time, Permanent

Department

Customer Service

Work Environment

In-Office

Role Purpose

The Customer Service Representative (CSR) is as a critical support partner to our sales teams, manufacturers, and retail customers by ensuring accurate, timely, and professional handling of orders, inquiries, and service requests. This role is responsible for maintaining strong customer relationships through responsive communication, attention to detail, and a solutions-oriented mindset, while supporting the execution of sales initiatives and contributing to overall customer satisfaction and operational efficiency.

The CSR plays an essential role in keeping day-to-day business moving smoothly by acting as a primary point of contact for customers and internal teams, ensuring orders are processed correctly, issues are resolved promptly, and information flows effectively across departments.

Main Responsibilities

Customer & Partner Communication

• Serve as the primary point of contact for all incoming company phone calls and inquiries, including retailers, customers, manufacturers, and internal teams.
• Communicate professionally and effectively via phone and email to support customer and business needs
• Maintain a positive, responsive, and solutions-oriented approach in all interactions

Order Management & Issue Resolution

• Manage and respond to customer and partner inquiries related to:
  1. Quotes and product information
  2. Order status, cancellations, and sample requests
  3. Shortages, returns, over-shipments, and missing shipments
  4. Invoices, bills of lading, proof of delivery, and invoicing questions
  5. Warranties and service-related requests
• Process orders, tickets, forms, and service requests accurately and in a timely manner
• Handle special requests requiring close monitoring, including urgent headquarters requests, account team escalations, and inquiries from key manufacturers and sales team
• Support accounts requiring special handling (e.g., billing thresholds, delivery requirements, or unique processing instructions)

Sales & Account Team Support

• Notify account teams of pricing discrepancies, sell sheet errors, or data issues identified in systems

Data, Systems & Documentation Support

• Request updates to the Creeden database, including adding, removing, or modifying items
• Identify and communicate incorrect pricing or data inconsistencies to appropriate teams
• Print and distribute line cards and catalogs to sales team and retail locations as needed
• Maintain accurate documentation and system records to support order and customer accuracy

Trade Show & Field Support

• Attend Spring and Fall trade shows as needed
• Assist with trade show setup and tear-down
• Support manufacturer booths and process at-show orders

Continuous Improvement & General Support

• Identify recurring issues, trends, or inefficiencies and communicate improvement opportunities
• Adapt to new processes, systems, and business needs
• Perform other related duties as assigned to support team and company objectives

Travel Requirements

This role requires periodic travel (~10%) to support key business activities. Travel will include attending up to four trade shows per year (most held out of state).

About the Team

Function

The Customer Service Team functions as the operational backbone of the sales organization, ensuring seamless execution of orders, accurate communication, and consistent support for customers, manufacturers, and internal sales teams. The team is responsible for managing day-to-day customer interactions and transactional processes that enable sales initiatives to be carried out efficiently and professionally.

Customer Service works collaboratively across departments to maintain high service standards, resolve issues, and protect the customer experience, allowing sales teams to focus on relationship-building and growth. The team plays a key role in upholding Creeden’s reputation for reliability, responsiveness, and integrity.

You Will Report To

Customer Service Manager

Direct Reports

N/A

Key Relationships

Customer Service Reps

Retail Customers

Sales Territory Reps

Account Teams

Required Competencies

Customer & Sales Support Orientation

• Demonstrates a strong commitment to delivering high-quality service to customers, manufacturers, and internal sales teams
• Understands how customer service supports sales execution and protects long-term customer relationships
• Maintains professionalism and composure in fast-paced, customer-facing situations

Professionalism & Integrity

• Projects a polished, professional image aligned with Creeden's values and upholds high ethical standards and business integrity at all times.

Communication Skills

• Communicates clearly, professionally, and promptly via phone, email, and internal systems
• Listens actively to understand customer needs and issues before responding
• Provides accurate information and sets clear expectations with customers and internal partners

Attention to Detail & Accuracy

• Processes orders, pricing, and documentation with a high level of accuracy
• Reviews work carefully to prevent errors that could impact customers or sales results
• Maintains organized, complete, and up-to-date records

Problem-Solving & Ownership

• Identifies issues, gathers relevant information, and works toward timely resolution
• Takes ownership of assigned tasks and follows through until completion
• Knows when and how to escalate issues appropriately

Time Management & Prioritization

• Effectively manages multiple tasks, deadlines, and competing priorities
• Adapts to changing demands while maintaining service quality
• Uses systems and processes to stay organized and efficient

Team Collaboration

• Works collaboratively with sales teams, account teams, manufacturers, and customers
• Supports shared goals and contributes positively to team culture
• Accepts feedback and adjusts approach as needed

Accountability & Reliability

• Meets expectations for attendance, responsiveness, and follow-through
• Takes responsibility for work quality and outcomes
• Upholds Creeden’s standards, values, and commitment to integrity

Continuous Improvement

• Embraces a mindset of growth and learning; always looking for ways to enhance personal performance, results, and service delivery.
• Open to coaching, feedback, and change, with a strong desire to improve both process and outcomes for account teams, customers, and manufacturers.

Qualifications

Education: High school diploma or equivalent required; associate’s or bachelor’s degree in Business, Communications, or a related field is a plus, or equivalent work experience.

Experience: 1 to 3 years of experience in customer service, sales support, administrative support, or a related role preferred; internships or transferable experience welcome.

Technical Skills: Proficiency in Microsoft Office Suite (Excel, Word, Outlook); experience with CRM systems, order management platforms, or internal databases is a plus.

Industry Knowledge: Basic understanding of sales processes, customer service operations, or retail environments is helpful; experience in hardware, farm, industrial, or wholesale channels is a plus but not required.

About Creeden

For over 45 years, Creeden has been one of the leading sales & marketing firms in the Home Improvement Industry proudly representing some of the most powerful brands with the world’s largest retail, industrial and e-commerce customers. Creeden provides exceptional value in all sales & marketing activities to grow our manufacturer & retail partner’s business through field sales, trade show support, headquarter programs and relationship management.

www.creeden.com

Benefits

At Creeden, we focus on creating a supportive workplace and offer benefits designed to promote well-being, work-life balance, and professional growth.

Compensation

• Competitive pay based on experience
• 401(k) with company match

Health & Wellness

• Medical (HSA & FSA options), dental, and vision insurance
• Company-paid life insurance
• Short- and long-term disability coverage
• Paid parental leave
• Dependent Care FSA
• Employee Assistance Program (EAP) for confidential support and resources

Time Off & Flexibility

• Paid time off, including vacation, sick time, floating holidays, paid holidays, bereavement leave, volunteer hours, and jury duty
• Hybrid or flexible work options (where applicable)

Growth & Development

• Training and onboarding support to set you up for success
• Opportunities to learn new skills and grow within the organization
• Exposure to sales, account teams, and manufacturer partnerships

Culture & Environment

• Collaborative, supportive team culture
• Stable, growing company with long-term client relationships
• Values-driven organization that emphasizes integrity, accountability, teamwork, and a commitment to continuous improvement

E-Verify

Creeden & Associates participates in E-Verify to confirm work authorization.

For more information about E-Verify, please visit www.e-verify.gov.