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Customer Service Specialist

Matthews International Aurora Full-Time
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The Matthews Aurora Funeral Solutions division of Matthews Memorialization is a leading manufacturer and distributor of caskets and other funeral home products in North America, producing a wide variety of wood, metal and cremation caskets. We sell our products exclusively through authorized distributors, primarily funeral homes.
Matthews Aurora Funeral Solutions and Matthews Memorialization are (MATW) Matthews International companies.
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The Customer Service Specialist is a member of a high-functioning, fast-paced team, that serves customers; managing internal and external customer relationships. The CSS processes orders, services inquiries, resolves customer concerns and proactively manages customer needs. Our team provides phone and email support to our customers seven days a week, with extended daily business hours. Team members participate in daily tracking of continuous improvement initiatives.


  • Service incoming customer requests and address issues via phone, email, written communication and personal contact in a manner allowing the team to achieve its service goals.
  • Process received orders in a timely fashion.
  • Effectively follow up on commitments to customers and internal constituents; meeting internal service levels.
  • Has knowledge of product lines, pricing, delivery time and marketing initiatives.
  • Maintains liaison with other departments for order completion.
  • Resolve and document concerns/issues in a timely fashion.
  • Maintain customer records in various sources such as SAP.
  • Provide "help desk" support when customers require help with our customer facing tools and resources.
  • Contribute to team effort by accomplishing related results with SQDV and following our core competencies.
  • Provide feedback and participates in continuous improvement initiatives to strengthen internal processes and improve the customer experience.


  • This job has no supervisory responsibilities.


  • Regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear.
  • Regularly/Occasionally lift and/or move up to 25 pounds.
  • The noise level in the work environment is usually low/moderate.

* Reasonable accommodations may be made to enable individuals to perform the essential functions.


  • Minimum high school diploma required or Associates Degree or related field; or an equivalent combination of education and experience sufficient to successfully perform the key accountabilities of the job required.
  • 1+ years of previous customer experience preferred
  • High degree of proficiency MS Office Suite, Outlook & Internet applications
  • Strong prioritizing, interpersonal, problem-solving, presentation & planning skills
  • Strong verbal and written communication skills
  • Solid understanding and application of mathematical concepts
  • Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients
  • Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
  • Ability to work with and influence peers and senior management
  • Self-motivated with critical attention to detail, deadlines and reporting
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
  • Ability to read, write, and comprehend simple instructions, short correspondence, and memos
  • Ability to work overtime as necessary

Equal Opportunity Employer Minorities/Women/Veterans/Disabled


Recommended skills

Attention To Detail
Complex Problem Solving
Requirement Prioritization
Written Communication
Success Driven


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Customer Service Specialist
Estimated Salary: $69K
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Matthews International Corporation is a global provider of brand solutions, memorialization products and industrial automation solutions. The SGK Brand Solutions segment is a leader in the delivery of brand development, activation and deployment services that help build our clients’ brands and consumers’ desire for them.  The Memorialization segment is a leading provider of memorialization products, including memorials, caskets and cremation equipment, primarily to cemetery and funeral home customers that help families move from grief to remembrance. The Industrial segment designs, manufactures and distributes marking, coding and industrial automation technologies and solutions. We have more than 10,000 employees in more than 25 countries on six continents that are committed to delivering the highest quality products and services.

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