Customer Service Representative

Normal, IL

Job ID 2633

# Positions 1

Job Description

Dexter is the premier manufacturer and supplier of axles, suspension, brakes, doors, venting products, trailer parts, accessories, and towing components serving the commercial trailer, RV, heavy-duty, marine, agriculture, and manufactured housing markets has an opportunity for a Customer Service Representative at our distribution facility located in Normal, IL.

Headquartered in Elkhart, Indiana, Dexter has manufacturing and distribution locations throughout the U.S. and Canada. Employing state-of-the-art robotics, precision welding equipment, and automated machining processes, Dexter has achieved many years of success through a commitment to the principles of superior quality, continuous improvement, and unparalleled customer service.

For more information about our company, access Dexter's web site at www.dextergroup.com.

Position Summary:

The Customer Service Representative (CSR) position plays a crucial role in driving customer satisfaction, operational efficiency, and revenue growth by balancing customer support with sales opportunities. The primary function of the CSR is to provide exceptional support to customers through multiple communication channels while identifying sales opportunities to drive business growth.

The CSR will handle customer inquiries, process orders, resolve complaints, and recommend products that meet customers' needs. By delivering excellent service, CSRs will strengthen customer relationships and contribute to operational efficiency.

Key Responsibilities:

Customer Support:

Manage inbound calls, emails, and chats to assist customers with placing orders, managing returns, and tracking deliveries.
Provide accurate and timely product information, including specifications, pricing, and availability.
Resolve customer issues promptly, ensuring high levels of customer satisfaction.

Product Recommendations and Sales Opportunities:

Assess customer needs and recommend suitable products that align with their requirements and business objectives.
Proactively suggest additional or alternative products that add value to the customer’s purchase.
Identify opportunities for upselling and cross-selling during customer interactions to contribute to sales targets.

Order Management:

Accurately process customer orders, including data entry, tracking, and coordinating with internal departments (e.g., warehouse, logistics) to ensure timely fulfillment and delivery.
Monitor product availability and communicate any changes or delays to the customer.

Customer Relationship Management:

Build and maintain strong, long-term relationships with customers through consistent engagement.
Follow up with customers’ post-sale to ensure satisfaction and address any issues that arise.

Proactive Sales Engagement:

Make outbound calls to customers to check inventory levels, offer product recommendations, and suggest refill options
Actively contribute to sales efforts by introducing new products and promoting relevant services that meet customer needs.
Entering and maintaining data for reporting and sales analysis

Problem Solving:

Analyze and resolve customer issues quickly, even when customers are unclear about their needs.
Escalate complex problems to supervisors when necessary, ensuring timely resolutions that satisfy customer expectations.

Minimum Qualifications

QUALIFICATIONS

High school diploma or equivalent required; bachelor’s degree in a business-related or technical field preferred.
Previous experience in customer service or inside sales is a plus.
Strong product knowledge or ability to learn quickly about company products.
Experienced and knowledgeable about Light-Duty Trailer products preferred.
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
Excellent verbal and written communication skills, with a focus on clear and concise customer interactions.
Proficiency in customer relationship management (CRM) systems and order processing tools preferred.

Dexter is driven by our core values committed to Safety, Quality and Integrity:

Execute with Determination - Be curious, work together, break new ground, find solutions, fulfill our commitments, surpass expectations!
Connect with People – Empower employees to grow, engage and collaborate; build lasting customer partnerships; care for our communities.
Do the Right Thing – For our people, for our customers, and for the business.

We care for our people. Here are some of our great, comprehensive Benefits:

Dexter offers a competitive wage
Full benefits package including Health, Dental, Vision, Life, STD, LTD, FSA, HSA
3% profit sharing in our Safe Harbor program
401(k) Plan with company contributions
Opportunities for internal career development and growth

Apply now to join an industry leader and make a difference in what we do for the customers we serve!

Equal Opportunity Employer

Offers of employment are contingent upon successfully passing a background check and drug screen. Dexter Axle Company is an equal opportunity employer. Applicants are considered for positions without discrimination on the basis of race, color, creed, religion, national origin, gender, age, disability, veteran status, citizenship status or any other characteristic protected by federal, state or local law.

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