Summary:

Oversee Customer Service Operation, working with Production and Scheduling Teams to ensure a high level of customer service and satisfaction.

Essential Duties Include:

• Communicate with customers to provide information about products and services, to take orders, or to obtain details of inquiries.
• Work with KEY customers daily, processing new orders/expediting parts.
• Provide insight on upcoming orders to production teams enabling timely tooling rework etc.
• Review Sales Orders daily, as needed, to close out back orders, bill tooling, bill expedite fees, etc.
• Provide secondary review to purchasing to prevent over-ordering materials.
• Manage all House accounts by updating Business Central and Sales Force with any pricing updates as well as taking lead on any mass communications.
• Complete daily, weekly and monthly on time delivery report.
• Keep records where needed of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Work with accounting and/or quality to resolve customers' service or billing complaints. Refer unresolved customer grievances to designated departments for further investigation.
• Verify that appropriate changes were made to resolve customer concerns.
• Review and approve Freight Bills for verification of correct billing.
• Manage the creation and updating of the Customer Card in Business Central.
• Analyze backlog, update Site Leader on revenue, and adjust deliveries as needed.
• Direct, monitor, coach and provide feedback for employees.
• Work with Sales and Operations teams to achieve KPI’s (Key Performance Indicators) for Sales Revenue, EBITDA, Past Dues, OTD, Safety and others.
• Other duties as assigned.

Education:

Bachelor’s Degree or equivalent experience.

Three to five years’ experience in customer service in a manufacturing environment.

Core Competencies:

· Able to achieve results through others through communication, motivation and mentoring.

· Personal Computer skills including the use of MS Office and excel, ERP.

· Able to communicate effectively with customers as well as with all levels within the organization.

· Proficient at problem solving, decision making and resource management.

· Detail oriented

Physical Demands:

Office environment with occasional exposure to production areas. The position will require wearing of common protective or safety equipment as designated by company policy. The position may require sitting for extended periods of time. The position may also require the use of hands with personal computer and the lifting of objects weighing up to 25 pounds. Occasional travel to customers as needed.

Job Type: Full-time

Pay: $79,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Ability to Relocate:

• Grand Rapids, MI: Relocate before starting work (Required)

Work Location: In person