5mo ago

Technical Customer Service Representative

United States·Grand Rapids,Noblesvillemid

Customer Support SpecialistCustomer

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Quick Summary

Overview

General Summary: Provides frontline customer service support to both internal and external customers. Responsibilities include processing orders, quotes, and EDI transactions; responding to customer inquiries and product requests; managing order follow-up; and resolving basic customer issues using…

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Customer Support SpecialistCustomer

General Summary:
Provides frontline customer service support to both internal and external customers. Responsibilities include processing orders, quotes, and EDI transactions; responding to customer inquiries and product requests; managing order follow-up; and resolving basic customer issues using foundational knowledge of Exotic product lines and business systems.

Essential Job Functions:

Order Management & Processing

Processes customer orders accurately from receipt through completion, including order entry, verification, and confirmation
Manages EDI (Electronic Data Interchange) transactions, including order receipt, processing, and error resolution
Handles order follow-up activities, including status updates, expedite requests, and delivery coordination
Processes RMAs (Return Merchandise Authorizations) in accordance with company policies and customer agreements

Customer Communication & Support

Responds to customer inquiries regarding product availability, order status, pricing, and general account questions
Prepares and processes customer quotations with accurate pricing and product specifications
Documents and processes customer complaints following established procedures to ensure timely resolution
Maintains professional communication with customers through phone, email, and other channels

Financial & Pricing Knowledge

Applies understanding of cost structures, discount schedules, and gross profit calculations to support pricing decisions
Utilizes customer-specific pricing matrices to ensure accurate quotations and order processing
Reviews orders for pricing accuracy and margin requirements before submission

Product & Supplier Knowledge

Demonstrates foundational knowledge of Exotic product lines to answer basic customer questions and identify appropriate solutions
Maintains working knowledge of core supplier base and their product offerings
Accesses and navigates supplier portals to verify product availability, specifications, and lead times

System & Process Compliance

Follows all departmental and corporate policies and procedures to ensure consistent service levels
Meets established productivity metrics for order processing, quote turnaround, and customer response times
Maintains accurate records and documentation in company systems for all customer interactions and transactions

Supplemental Job Functions: