Customer Service Rep

Traverse City
Traverse City, MI 49686, USA

Summary:

The Customer Service Representative is responsible for providing excellent customer satisfaction to both internal and external customers. This role requires building strong relationships, using in-depth knowledge of company products and services, and effectively communicating with all team members to ensure customer needs are met.

Essential

Responsibilities and Duties:

• Receives and responds to all customer inquiries. Analyzes requests and resolves customer concerns while delivering the best possible service and solutions.
• Authorizes merchandise returns, credits, and prepares related paperwork.
• Supports the needs of Production and Sales Managers.
• Possesses strong knowledge of product line/brand, pricing, delivery times, and promotions.
• Updates orders and posts changes in partial shipments, price differences, etc.
• Communicates effectively with staff to ensure customer satisfaction.
• Answers and transfers phone calls, ensuring accurate information is relayed.
• Receives and handles phone and email requests for purchase orders, order changes, and adjustments.
• Partners with the credit department to resolve disputed credit items.
• Provides timely feedback to the company regarding service failures or customer concerns.
• Works with the sales team to exceed customer service expectations.
• Resolves client complaints and solves problems in a timely manner.
• Confers with production, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
• Uses the company database to retrieve relevant customer information.
• Notes all telephone/email correspondence in the company database.
• Handles various miscellaneous administrative tasks to support office operations and ensure a smooth workflow.
• Performs other related duties as assigned by supervision or management.

Working Environment and Physical Demands:

• Work is primarily conducted in a professional office setting.
• Regular use of standard office equipment, including computers, phones, photocopiers, and other devices.
• Occasional exposure to a shop environment with potential noise, dust, odors, and fumes when visiting the shop floor.
• Physical activity includes typing on a computer, walking, sitting, bending, and stooping throughout the shift.
• Must be able to lift and carry items weighing up to 25 pounds occasionally.
• May involve moving and handling office supplies, files, and equipment as needed.

Minimum Qualifications:

• High school diploma or GED.
• 1-3 years of customer service experience.
• 1-3 years of handling customer inquiries, including order entry and problem-solving.
• Proficiency in Microsoft Office and other related office software.
• Ability to multitask, prioritize, and perform well in high-stress situations.
• Strong telephone and email etiquette.
• Ability to communicate effectively both verbally and in writing with customers, coworkers, and management.
• Must be able to meet physical demands of the job with or without accommodation.

Preferred Qualifications:

• Basic hydraulic knowledge.
• Previous experience with Epicor ERP.
• Experience working with international clients.
• Experience in manufacturing, Oil & Gas, or industrial settings.
• Foreign language skills (preferred for international client support).
• Sales support or administrative experience in an industrial or technical field.
• Attention to Detail: Able to process customer orders and resolve issues without overlooking important details.
• Customer Focus: Demonstrates a strong commitment to ensuring customer satisfaction and building long-term relationships.
• Problem-Solving: Capable of resolving customer issues in a calm, effective, and timely manner.
• Communication
  
  Skills:
  
  Communicates professionally and clearly, both verbally and in writing, with internal teams and external customers.
• Multitasking: Manages multiple customer inquiries and tasks effectively in a fast‑paced environment.
• Team
  
  Collaboration:
  
  Works well with other departments to meet customer needs and improve workflows.
• Adaptability: Easily adjusts to new tasks and responsibilities in a changing work environment.
• Time Management: Organizes and prioritizes tasks to meet deadlines without compromising service quality.

Behaviors

Required:

• Proactive: Takes initiative to address customer issues and find solutions before they escalates.
• Customer-Centric: Consistently prioritizes customer needs and strives to deliver the best possible service.
• Collaborative: Works effectively as part of a team, contributing ideas and supporting others to achieve common goals.
• Resilient: Maintains a positive and professional demeanor in high-pressure situations.
• Accountable: Takes responsibility for tasks and outcomes, ensuring follow-through on commitments.
• Dependable: Consistently arrives on time, meets deadlines, and follows through on assigned tasks.

Training Requirements:

• General safety training.
• Oilgear safety and compliance training, as well as any additional training required by customers.
• ISO 9001 and applicable processes and procedures.
• Customer service…