Customer Service Representative

Job Title: Customer Service Representative              FLSA Status: Non-Exempt                                  

Location: Forest Park IL                                             Department: Commercial                                                       

Reporting to: Customer Care Manager                     Direct Reports: No


Job Summary

Duraco Specialty Tapes is a manufacturer of double-sided tapes and adhesive coated products. Duraco provides value to our customers through our unique manufacturing capabilities and ability to deliver quality products on time to meet our customers’ demands. In addition to our manufacturing, it is paramount that we provide consistent, efficient, knowledgeable, and friendly service to all our existing customers and prospects. Duraco is a dynamic organization that believes in continuous improvement and benchmark breakthroughs.


This job description outlines the responsibilities and expectations for Duraco’s Customer Service Representatives to ensure we are prepared to provide the level of service that keeps our customers happy.



  • Answer all incoming phone calls and emails in a timely manner
  • Provide price quotes that are within designated pricing parameters
  • Communicate vital information (pricing, lead times, etc) to customers and answer product and application questions
  • Act as the customer’s advocate internally and coordinate any internal resources to resolve their request
  • Navigate systems and reference materials to research customer issues and provide accurate information
  • Coordinate with internal teams to resolve customer questions, requests, or issues
  • Own orders from initial request, through to delivery
  • Ensure all orders are entered accurately and with specified terms and conditions
  • Process all returns and credits with appropriate sign-off approvals
  • Learn and follow all processes as instructed; escalate any processes that need updating to the attention of management
  • Troubleshoot customer issues over the phone and/or through email
  • Take a sales-minded approach to servicing customers while balancing the need to follow procedures
  • Efficiently multi-task and handle multiple deadlines simultaneously.
  • Personal Attributes:
  • Excellent reasoning and analytical ability
  • Strong planning and organizational skills
  • Acts with urgency and speed while maintaining accuracy
  • Team player
  • Ability to work independently and take initiative without immediate supervision
  • Detail-oriented and self-driven
  • Empathy and understanding towards others, especially in stressful circumstances
  • Adaptable and accountable
  • Solid knowledge of Microsoft Office products with advanced experience in Excel
  • A natural ability to solve customer problems through excellent written, verbal, and listening skills



  • General computer & data entry experience with high proficiency in Microsoft Office, ERP systems and CRM software
  • Ability to learn and perform in several different systems and practice continuous improvement
  • Solid understanding of general business concepts
  • Ability to perform math computations with accuracy and speed
  • Bachelor’s degree a plus
  • 3+ years of customer service experience
  • Experience in manufacturing or B2B environments preferred