What are the responsibilities and job description for the Customer Support Specialist position at OtterBase?
Customer Support Representative
Location: Grand Rapids, MI
Schedule: Monday–Friday | 7:45 AM – 4:15 PM
Work Arrangement: Hybrid (minimum 2 days onsite weekly after training)
Training: First 3 weeks fully onsite
Position Overview
A leading organization in the supply chain automation and logistics industry is seeking a Customer Support Representative to support aftermarket parts sales and service operations. This role serves as a key point of contact for customers, ensuring accurate and timely handling of orders, quotes, returns, warranty requests, and shipment updates. The ideal candidate thrives in a fast-paced environment, enjoys problem-solving, and is committed to delivering a high level of customer service throughout the order lifecycle.
Key Responsibilities
- Process customer parts orders, quotes, returns, and warranty requests
- Respond to customer inquiries regarding order status, availability, and shipment updates
- Track and monitor orders using internal systems, coordinating with warehouse and purchasing teams
- Research parts information, including obsolete or replacement components, and communicate solutions to customers
- Maintain accurate documentation of orders, transactions, and customer interactions
- Collaborate with internal teams to resolve order discrepancies and expedite shipments when needed
- Provide timely, professional, and high-quality customer support throughout the order process
- Ensure accuracy and efficiency in all aspects of order management and fulfillment
Qualifications
- 1–5 years of experience in customer service, logistics, manufacturing, order management, or a related field preferred
- Experience with ERP systems (SAP or similar) is a plus
- Strong communication, organizational, and problem-solving skills
- Ability to manage multiple priorities in a fast-paced environment
- High attention to detail with strong follow-through
- Ability to learn technical product and parts information quickly
Education
- High school diploma or equivalent required
- Associate or bachelor’s degree preferred, but not required
Salary : $28 - $30