Customer Service Representative

About the Role: S&S Truck Parts is seeking a Customer Service Representative to join our evolving Customer Service team in Schaumburg. This role serves as a primary point of contact for customers across phone, email, and digital channels. The CSR manages customer requests involving orders, product availability, pricing, shipment status, documentation, and service issues while coordinating with internal teams when additional support is required. We are looking for someone who communicates clearly, stays organized in a fast-moving environment, and takes ownership of customer needs through resolution. Success requires more than processing transactions. It requires good judgment, reliable follow-through, and the ability to learn how the business works. This position works a 10:00 AM–7:00 PM Central Time schedule and provides important late-day Customer Service coverage.

What You’ll Do: Respond to customer requests by phone, email, and supported digital channels in a timely and professional manner. Enter and manage customer orders, quotes, order changes, cancellations, and related transactions. Research product availability, pricing, part information, order status, tracking, invoices, and backorders. Own assigned customer requests from initial contact through resolution or appropriate handoff. Provide clear updates and follow through on open issues so customers understand status and next steps. Coordinate with Sales, Warehousing, Returns, Credit, and other teams to resolve customer needs. Maintain accurate records, notes, and work status in company systems. Support inbound phone coverage and follow established call-handling and routing standards. Use established processes, escalation paths, and standard work to resolve requests consistently. Help customers use available e-commerce and self-service tools when appropriate. Learn and effectively use Customer Service, order-management, CRM, communication, and e-commerce systems. Participate in training, cross-training, coaching, and continuous improvement activities.

What We’re Looking For: Previous customer service, order management, inside sales, distribution, or related experience preferred. Strong written and verbal communication skills. Strong organization, attention to detail, and follow-through. Ability to manage multiple requests and changing priorities without losing ownership of open work. Comfortable learning and working across multiple business systems. Ability to research an issue, evaluate available information, and determine an appropriate next step. Ability to work effectively with customers and cross-functional internal teams. Dependable attendance and availability during the assigned schedule. Working knowledge of Microsoft Outlook and Microsoft Office applications. Experience in B2B customer service, distribution, automotive or heavy-duty truck parts, ERP/order-management systems, CRM platforms, inventory, fulfillment, or shipping is helpful but not required.

What Success Looks Like: Strong performers in this role: Communicate clearly and accurately with customers. Complete work with consistent quality and attention to detail. Actively manage open requests rather than waiting for customers to follow up. Meet commitments and follow through reliably. Know when to resolve an issue independently and when to escalate. Maintain dependable phone and workload coverage. Adopt new systems and processes as the business evolves. Build the knowledge and judgment to handle increasingly complex customer needs. Schedule & Work Arrangement This is a full-time hybrid position based in Schaumburg, Illinois. Regular schedule: Monday–Friday, 10:00 AM–7:00 PM CTEmployees are expected to work effectively both onsite and remotely in accordance with the company’s hybrid work schedule.