Customer Service Representative; OM

Customer Service Representative

Alpena, MI Omni Metalcraft
- Roller Division LLC

Omni Metalcraft
- Roller Division LLC is a trusted leader in the design and manufacturing of conveyor rollers and material handling components. With a strong commitment to quality, innovation, and customer satisfaction, we serve a wide range of industries with reliable solutions that keep businesses moving. Our team is passionate about delivering exceptional service and building long-term partnerships with our customers.

As a Customer Service Representative (CSR), you will be the first point of contact for our customers, playing a vital role in shaping their experience. You will manage incoming quotation requests, guide customers through product options, and convert quotes into orders. Your ability to communicate clearly, solve problems, and collaborate with internal teams will directly impact customer satisfaction and business success.

Key Responsibilities:

• Respond to customer inquiries and quotation requests promptly and professionally.
• Convert quotes into purchase orders by proactively following up with customers.
• Educate customers on product features, benefits, and alternative options to enhance product life and serviceability.
• Process orders accurately and efficiently using internal systems.
• Provide shipping, tracking, and documentation support as needed.
• Collaborate with the Sales Manager on sales initiatives and customer outreach.
• Support new product launches through proactive customer education.
• Escalate complex requests to appropriate team members for resolution.
• Gather and relay customer feedback to improve service and close sales gaps.

Skills:

• Strong verbal and written communication
• Customer-focused mindset with active listening
• Sales-oriented with follow-up and persuasion skills
• Time management and multitasking
• Attention to detail and accuracy in order processing

Knowledge:

• Basic understanding of industrial or manufacturing products (preferred)
• Familiarity with order processing systems and CRM tools
• Knowledge of shipping and logistics documentation
• Understanding of customer service principles and practices

Ability to Implement:

• Translate customer needs into actionable quotes and orders
• Recommend alternative product solutions based on customer goals
• Navigate internal systems to process transactions and track orders
• Collaborate across departments to resolve customer issues
• Adapt to new product offerings and communicate their value effectively

Benefits:

• Competitive pay based on competency
• 100% employer-paid health insurance and HSA for employees
• Flexible paid time off and holidays
• 401(k) with employer matching
• Discretionary bonuses

Join Our Team!

We are excited to welcome new talent to our team! If you are passionate about what you do and are looking for a dynamic and supportive work environment, we encourage you to apply. Join us and be a part of a company that values innovation, collaboration, and professional growth. We look forward to seeing how we can succeed together.