Customer Services Support Operator

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: Customer Services Support Operator

Location(s): Buffalo Grove, IL
(Hybrid: Tuesday & Wednesday onsite)

Position Summary
We are seeking a dedicated Customer Services Support Operator to provide exceptional customer support through phone, email, and online chat. This role will support internal and external customers, manage inquiries and escalations, process orders and transactions, and collaborate with multiple internal functions and third-party suppliers to deliver timely resolutions.

The position provides exposure to HVAC, Building Automation, and Fire Safety customer segments and requires strong communication, problem-solving, prioritization, and customer service skills.

Work Environment
This is a hybrid position based in Buffalo Grove, Illinois, with two days onsite and three days remote. Due to an ongoing office renovation, there may be a temporary period during which the team works 100% remotely. The onsite schedule is expected to resume once the renovation is complete.

Key Responsibilities

• Prioritize daily workloads involving internal and external customer inquiries, recognizing urgent issues and taking appropriate action.
• Provide exceptional customer service through phone, email, and online chat.
• Spend approximately half of the day supporting customers in a call-center environment and the remaining time handling emails and other assigned activities.
• Develop long-term customer resolutions through creative problem-solving and collaboration across multiple functions.
• Manage incoming CRM mailboxes and queues and provide timely, professional responses.
• Execute daily SAP transactions, including order entry, order status updates, returns, credits, debits, and quotes.
• Provide user support for online catalog and ordering platforms.
• Research customer questions and issues using available information and resources.
• Identify, redirect, and/or escalate issues to the appropriate resources in accordance with customer support procedures.
• Maintain detailed and accurate CRM records of all customer contacts and interactions.
• Coordinate with third-party suppliers regarding order execution, returns, customer inquiries, product selection, and order status resolution.
• Monitor and respond to real-time online chat requests.
• Address customer inquiries and escalations professionally and efficiently.

Required Qualifications

• High school diploma or state-recognized GED.
• Minimum 2 years of practical customer support experience.
• Strong verbal and written communication skills in English.
• Experience using Microsoft Office applications.
• Demonstrated ability to:
  • Handle customer inquiries and escalations.
  • Deliver professional and high-quality customer service.
  • Prioritize multiple tasks and respond appropriately to urgent requests.
  • Research issues and identify effective resolutions.
  • Collaborate effectively with internal teams and external partners.
• Must be legally authorized to work in the United States on a continual and permanent basis without company sponsorship.

Preferred Qualifications

• Associate or bachelor's degree in a related discipline.
• Previous experience supporting HVAC, Building Automation, or Fire Safety customers.
• SAP experience, particularly with order management transactions.
• Salesforce or other CRM experience.
• Experience working in a call-center or high-volume customer support environment.
• Strong problem-solving and organizational skills.

Core Skills
Customer Service | Call Center Support | Order Management | CRM | Salesforce | SAP | Microsoft Office | Email Support | Online Chat | Issue Resolution | Escalation Management | Order Entry | Returns & Credits | Supplier Coordination

Hours:

• Monday-Friday, 08:00 AM - 05:00 PM

Travel: 0%

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.