Customer Service Representative (Grand Rapids)

Role Summary:

Join our team and make an impact by building strong customer relationships, delivering exceptional service, and driving sales growth. In this role, you’ll manage leads, support existing accounts, and help customers find the right solutions—all while contributing to a collaborative, fast‑paced environment.

This is an in‑office position based in Grand Rapids, Michigan .

Reporting to : Customer Service Manager

Role Expectations :

• Deliver excellent support to customers, distributors, and internal teams
• Build strong relationships to drive customer loyalty and repeat business
• Resolve customer issues and provide clear, effective solutions
• Process customer orders and manage small order fulfillment
• Identify and pursue sales opportunities, including lead generation and prospecting
• Educate customers on placing small orders through the website
• Upsell and cross‑sell products to existing and new customers
• Track and report sales performance and metrics for dashboards

General Responsibilities :

• Answer phone and email inquiries to support customer needs
• Provide order tracking, pricing, and shipping information
• Accurately enter sales orders into SAP and monitor open orders and quotes
• Ensure timely order shipment and follow up on sales quotes
• Resolve customer issues, handle complaints, and provide product information
• Support accounting with freight invoices, returns, and credit memos
• Maintain accurate customer records and product knowledge
• Identify upsell and cross‑sell opportunities with existing customers
• Contribute to continuous improvement and departmental goals

Minimum Education, Experience and Skill Requirements :

• H.S. diploma, general education degree with related experience
• Has minimum 3 years of ERP experience
• Ability to manage multiple tasks, prioritize, and ensure data is entered accurately and efficiently
• Strong working knowledge of Microsoft Word, Excel, and Outlook
• Excellent written and verbal communication skills

Preferred Education, Experience and Skill Requirements :

• 5 – 10 years related or more experience
• Proficient use of SAP B1
• Experience with using a CRM
• Experience in sales transactions, lead management/ development, quoting and complete sales process