Customer Service II

At Gibraltar, we offer a relaxed, stable work environment, 100% employer-paid health insurance, and profit sharing. Yes – you read that right – 100% employer-paid health insurance! That means more money in your pocket. So, if you are looking for a company that values its employees and takes very good care of them, look no further. 

We are looking for a Customer Service II to provide product and service information, track orders, and resolve product and service problems for our customers. In this role, you will field customer inquiries and questions about pricing, lead times, and freight quotes. We are looking for someone who enjoys helping, is detail-oriented, and is knowledgeable about the furniture industry, specifically, table bases.

Some of the primary responsibilities of our Customer Service II are:

• Respond to customer inquiries via phone and e-mail, including pricing, lead times, and freight estimates
• Provide product recommendations to customers as needed; special applications should be given to the supervisor
• Receive customer complaints and see through the resolution – collaborating with the supervisor as necessary
• Process & acknowledge customer orders
• Work with the Shipping Department, communicate with customers regarding shipments, bills of lading, rate changes, etc.
• Evaluate orders and customer requests to ensure any inconsistencies/errors are corrected
• Order tracking and updates
• Contacting customers to complete missing or inaccurate information on Purchase Orders.
• Satisfy the daily requirements for specific OEM customers as necessary
• Follow communication procedures, guidelines, and policies

Requirements to be considered as a Customer Service II on our team:

• 3 years of experience in a similar Customer Service environment
• Understanding order processes from entry to the actual delivery of the product or service
• High School Diploma or Equivalent
• Ability to be a good listener to identify customer needs and problems accurately
• Strong problem-solving skills
• Strong computer skills, including proficiency with Microsoft Office Suite; having worked with a CRM or ERP is a plus
• Self-starter and able to multitask
• Organized and detail-oriented
• Excellent written and verbal communication skills
• Able to work with minimum supervision
• Able to effectively present information and respond to questions
• Able to read and comprehend written and oral instructions
• Familiarity with reading blueprints is a plus
• Strong communication and interpersonal skills

Gibraltar, located in Zeeland, MI, is a small, family-operated manufacturer of high-quality furniture parts and components. With about 40 employees all located in one facility, we have built a solid company on our desire to add value to the lives of our employees, community, and stakeholders.  

To learn even more about us, visit www.gibraltarinc.com.