Customer Experience Specialist

Headquartered in Grand Rapids, Michigan since 1955, Lumbermen’s operates in Michigan, Ohio, and Indiana.  A leading distributor and manufacturer, we are driven by our mission to enrich lives by intentionally caring for all who experience us.  We are employee owned and relationship powered.

Working alongside our Customer Service and Outside Sales teams from our Byron Center, MI location, The Customer Experience Specialist will collaborate with and offer support to both teams, helping to deliver exceptional service and support to our customers.  This team serves as a call center for our Michigan market.  Day-to-day responsibilities include:

• Processing customer pick-ups during and proving excellent customer service to our guests
• Building and fostering strong relationships with new and existing customers
• Answering incoming inquiries
• Processing customer returns and credit requests
• Scheduling job site deliveries
• Engaging with customers via outbound activity including phone calls, emails, hand-written cards, and other forms of communication
• Processing Customer orders and accurately distributing them for staging according to the logistics schedule
• Making Inventory adjustments and corrections in Agility
• Providing customer support and timely problem resolution
• Assisting with administrative work such as proper receiving as needed
• Maintaining, running, and recording credit card payments
• Creating raving fans of the Lumbermen’s brand
• Assisting with other tasks and duties as requested

At Lumbermen’s, our business is built on relationships.  It’s crucial that the person selected to fill this role is a safety-minded team player who gets energy from contributing to collaborative success.  

• High School diploma/GED required
• College degree preferred
• 2-5 years’ experience in a professional customer service environment

• Strong communication skills, both verbal and written
• Friendly, professional demeanor
• Dependable
• Ability to work cooperatively with fellow employee owners
• Ability to effectively move between a variety of tasks
• Ability to productively manage tasks and complete work accurately in a timely manner
• Proficient in Microsoft Office