Customer Service Representative

This position is onsite: Hastings, MI

Position Summary:

Provides optimum customer service which exceeds customer's expectations.

Maintenance and enhancement of existing business and obtaining new business; to service the customer in one contact.

Take personal responsibility for every order to ensure that the customer's requirements are met from the initial order receipt until the product is delivered, invoiced and the customer is satisfied.

This position serves as a stepping-stone towards an inside sales role, making it ideal for individuals with a passion for driving sales results from within the organization.

Primary Accountabilities (Essential Duties):


* Communicates with customers by phone, email, fax, or in person on order/delivery status, stock issues, change orders, and service issues.

This includes internal customers.


* Reviews all problems or issues with the appropriate department(s) and helps to find a suitable resolution.


* Processes EDI as well as emailed, faxed, phoned, and written sales orders.


* Processes Daily load shipments and LTL orders.

Coordinates with the shipping department.


* Process Return Authorizations (RMAs.)


* Processes daily receiving, archives POD paperwork, and assorted data entry.


* Be an expert on our product lines to provide product recommendations and technical advice to our customers.


* Make proactive outside phone calls to prospective customers.


* Cultivate strong customer relationships to encourage trust and loyalty.


* Work with customers to better understand their needs and goals.


* Set and meet sales goals and objectives set by leadership.


* Support outside sales team.


* Assist the customer and/or Territory Sales Manager with any inquiry or problem concerning their orders.

Provide prompt and efficient response and resolution to each inquiry; such inquiries or problems could involve quality, coordination of deliveries, availability of product, customer pricing and/or billing, etc.


* Ensuring that customers are satisfied with products or services.


* Troubleshooting common issues with a product or service.


* Working with a team of CSRs and other departments to find appropriate solutions.


* Perform other duties as assigned.


* Coordinates customers' needs with other departments as required to ensure the need is met, i.e., special orders, shipping, or production instructions.


* Liaison between departments internally to provide information in response to inquiries.



* Perform other duties as assigned.

Secondary Accountabilities:


* High School diploma or GED


* Bachelor's degree preferred or 3 years' experience in a similar role, including inside sales or customer service.


* Excellent communication skills, both verbal and written


* Proficient problem-solving and multitasking skill


* Team player and thrive in a collaborative team environment.


* You have a desire to learn and grow.
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