Customer Service Representative

 The Stow Company is currently seeking qualified candidates for a Customer Service Representative located in Holland, MI. We are the country’s premier source for custom closets and organizational solutions; designed, custom-cut, and shipped directly to our clients. 

Position Overview
Working in a modern office with a sit-stand desk, wireless headsets, and the latest technology, in downtown Holland, the Customer Service Representative is the frontline contact for our B2B partners and direct-to-consumer customers across multiple brands. This role responds to inquiries, resolves issues, and supports customers through the ordering, design, and delivery process.

 Essential Functions and Responsibilities: 

• Respond to customers via phone, email, and electronic channels in a timely, professional, and courteous manner.
• Provide accurate information on products, orders, installation, and layouts.
• Troubleshoot and resolve customer complaints, ensuring win-win solutions.
• Create and update closet designs and follow up to ensure satisfaction.
• Coordinate with internal teams and business partners to process orders.
• Manage backorders and logistics communication, including packing slips and delivery schedules.
• Review orders for accuracy (ship dates, addresses, carriers) and update systems as needed.
• Support with information requests, credits/debits, and no-charge orders.
• Contribute to continuous process improvement and uphold company values and professional standards.
• Lives Company values on a daily basis.  
• Poses no direct threat to the health or safety of themselves, of others, or to property. Defined as a significant risk of substantial harm that cannot be eliminated or reduced to an acceptable level by reasonable accommodation.  
• Requires regular attendance to perform essential elements as contained herein between the assigned start and end times for work.  
• Establishes and maintains effective work relationships within the department, the Corporation and the community; and maintains the professional competence, knowledge and skill necessary for the satisfactory performance of all assigned responsibilities. 

The Stow Company may temporarily assign any team member with duties outside of their normal responsibilities.  Such assignments may be warranted due to a variety of specific requirements, conditions and/or the capabilities of available personnel.  Management will determine the nature and duration of those assignments. 

BASIC QUALIFICATIONS:  

Education & Experience: 

• A minimum of 2-3 year’s previous experience in a similar environment with knowledge of customer service principles and practices

 Certifications/Licenses/Registrations: 

• NA

 Knowledge/Skills/Abilities: 

• A desire to expand upon the customer service experience.
• Strong written, verbal, and interpersonal communication skills, with proven problem-solving skills.
• Self-motivated, able to work independently and as part of a team in a fast-paced environment
• High attention to detail and accuracy
• Comfortable learning new software; proficient with Microsoft Outlook, Word, and Excel
• Interpersonal skills in order to work effectively with individuals both internally and externally to The Stow Company
• Must have excellent customer service skills; including strong written and verbal communication skills
• Must have the ability to interface with all levels of personnel in an office and a manufacturing environment
• Ability to take the initiative and work well independently with little supervision, and as part of a team 

 PHYSICAL REQUIREMENTS & WORK ENVIRONMENT:    

• Lively office in downtown Holland, with a sit-stand desk and the latest technology.
• Frequent computer and phone use, with dual monitors and wireless headsets.
• Sitting at workstation approximately 80 percent of work time
• Standing and walking approximately 20 percent of work time
• Must be able to travel between plant and office locations
• Ability to work overtime or occasionally on weekends with short notice
• Typical office environment with shelves overhead and above work surfaces

Schedule:

• Monday–Friday, 8:00 a.m.–5:00 p.m.
• Participate in a partial Saturday shift about once every four weeks, balanced with flexible time off during the week.