Position Summary

We are seeking a Customer Service Specialist to support a fast-paced operations team in Urbana, IL. This role serves as a key operational and customer-facing position, responsible for ensuring excellent service delivery, efficient inventory and repair processing, and accurate billing and administrative support.

This is a fully onsite position supporting regional operations across multiple states.

Key Responsibilities

Customer Service & Front Office Support

• Serve as the first point of contact for customers, vendors, and visitors
• Answer and route phone calls; assist walk-in customers
• Maintain accurate customer contact records and build strong relationships

Inventory & Operations Management

• Receive and process shipments from vendors and internal locations
• Update purchase orders in ERP systems (Ormandy/NetSuite)
• Conduct quarterly inventory counts and monitor stock levels
• Stage, track, and ship products for sales and service teams

Depot Repair Processing

• Create service orders for incoming equipment repairs
• Coordinate repairs with third-party depots or manufacturers
• Track repairs through completion and return equipment to customers

Billing & Reporting

• Invoice all sales and service orders within two business days
• Monitor Work-in-Progress (WIP) reports and billing queues daily
• Upload invoices to customer portals as required
• Generate and maintain operational reports (aging, WIP, open purchase orders)

Accounts Receivable & Collections

• Process customer credit card payments
• Maintain accurate collections notes in ERP systems
• Send customer payments (checks) to lockbox weekly

Additional Responsibilities

• Support contract renewals and equipment record updates
• Ensure accurate service ticket documentation and closure
• Collaborate with internal teams to align on daily priorities
• Promote a safe, organized, and productive work environment
• Perform additional operational duties as needed

Qualifications

Required:

• 2–4 years of experience in customer operations or related areas:
• Customer service
• Inventory or shipping/receiving
• AP/AR or billing
• Sales support or repair coordination
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Strong written and verbal communication skills
• Highly organized, detail-oriented, and able to multitask
• Ability to work independently in a fast-paced environment
• High level of integrity and discretion with confidential information

Preferred:

• Experience in an office or operations support environment
• Familiarity with ERP systems (e.g., NetSuite, Ormandy)

Work Environment & Physical Requirements

• Full-time onsite role (Monday–Friday, standard business hours)
• Regular sitting, standing, walking, and computer use
• Occasional lifting (up to 15 lbs) and equipment handling

Benefits

• FGP offers contract employees benefits including minimum essential coverage insurance, a fixed indemnity plan and a 401k retirement plan once eligibility requirements are met

Pay: $15.00 - $17.00 per hour

Benefits:

• Health insurance

Work Location: In person