Customer Service Representative II

Are you the kind of person who loves solving problems, keeping things moving, and making customers smile?

We're looking for a Customer Service Representative II who's ready to be the go-to hero for our Sales Reps, Distributors, Resellers, and End Users around the globe.

This position will be hybrid, based out of our Skokie, IL office.

Interacts with all our customers up to and including: sales representatives, distribution centers, resellers, and consumers, to handle a variety of pre-sales or post-sales service functions including taking, editing and expediting orders.
• Checks order / Service repair status and product availability.
• Creates / process return authorizations, and / or service returns.
• Processes requests for Invoice adjustments.
• Fields entry level product related inquiries.
• Maintains direct contact with customers before and/or after order fulfillment.
• Supports sales team by developing and maintaining positive customer relations, with clients/customers, which can substantially affect service and/or product revenue(s).
• Works with various departments to meet Sales / Service goals.
• Works with end-users, resellers and/or distributors to receive accurate account of equipment failures and provides reports to management.
• Responds to customer inquiries (Return to Manufacturer Approval, status, delivery, etc.) post-sale to resolves scheduling, shipping, and invoicing issues.
• Expedites customer requests and is point person for other supports functions.
• Coordinates with other departments regarding order status, shipping dates, prices, product availability and back orders.
• Other duties as assigned

• Minimum 2 years of college, completion of Apprenticeship, or minimum of 4 years of customer service experience
• Fluency in English, as well as fluency in Language for region of the world that you are supporting
• Ability to work on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations
• Ability to work independently, receiving little instruction on daily work, but receiving general instructions on newly introduced assignments
• Understands basic application of all Company products
• Excellent verbal and written communication skills
• Good computer skills, preferably in a Windows environment. Knowledge of SAP a plus
• Good problem solving skills
• Enjoys working in a team environment

Applicants for this position must be currently authorized to work in the United States on a full-time basis. Shure will not sponsor applicants for this position for work visas.

WHO WE ARE

Shure's mission is to be the most trusted audio brand worldwide - and for over a century, our Core Values have aligned us to be just that. Founded in 1925, we are a leading global manufacturer of audio equipment known for quality, reliability, and durability. We engineer microphones, headphones, wireless audio systems, conferencing systems, and more. And quality doesn't stop at our products. Our talented teams strive for perfection and innovate every chance they get. We offer an Associate-first culture, flexible work arrangements, and opportunity for all.

Shure is headquartered in United States. We have more than 35 regional sales offices, engineering hubs, distribution centers and manufacturing facilities throughout the Americas, EMEA, and Asia.

THE MIX MATTERS
Don't check off every box in the job requirements? No problem! We recognize that every professional journey is unique and are committed to providing an equitable candidate experience for all prospective Shure Associates. If you're excited about this role, believe you've got the skills to be successful, and share our passion for creating an inclusive, diverse, equitable, and accessible work environment, then apply!

PAY TRANSPARENCY
Shure offers a competitive compensation structure that is reviewed annually to attract, hire, and retain the industry's top talent. Base salaries vary based on qualifications, geography, experience, and expertise in each respective discipline. The range displayed on each job posting reflects the minimum and maximum base salary for the opportunity. The base salary for this position ranges from $45,000 to $68,000. If your salary expectations do not align, still apply as we are often flexible on the seniority of posted positions. All positions also include an award-winning benefits package.

WE GOT YOU - Our Benefits
At Shure, we prioritize the well-being of our Associates. We offer competitive rewards packages to full-time and part-time Associates working 24 or more hours a week that address physical, mental, financial, and overall well-being. Our benefits include comprehensive healthcare, mental health and retirement savings plans, generous paid time off programs, employee discounts, professional development opportunities, work-life balance initiatives, employee recognition programs, and volunteering/community involvement opportunities. To learn more, check out our Benefits At A Glance 2025.

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