Customer Experience Rep

Duravent Group; Grand Rapids (MI); Hybrid; USD 38,000 - 52,000; Full time

Benefits offered by this job

401(K) with match

Thirteen Paid Holidays

Paid Vacation

Paid Personal Time Off

Medical Insurance

Dental Insurance

Vision Insurance

Long Term Disability Insurance

Short Term Disability Insurance

Life Insurance

Flexible Spending Accounts

Employee Assistance Plan

Job summary

Duravent Group seeks a Customer Experience (Customer Service) Representative for a remote-based role within commuting distance of Grand Rapids, MI. You will handle high-volume calls, customer requests, quotes, and related service activities to drive 100% customer satisfaction.

Ideal candidates have at least 5 years in customer service, strong MS Office skills, and ERP experience (Oracle or SAP). Office proximity and in-region work authorization are required for consideration.

Qualifications

• 5 years in a customer service role.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Experience in an ERP, especially Oracle and/or SAP.
• Current U.S. work authorization without requiring future visa sponsorship.

Responsibilities

• Enter and manage customer orders with accuracy and timeliness.
• Coordinate and manage custom project opportunities, including quotes.
• Provide pricing, product availability and lead times to customers/distributors.
• Investigate credits, returns, complaints, and escalations.
• Navigate pricing changes and program requirements to ensure accurate orders.
• Develop product brand expertise and stay updated on new products.
• Collaborate with Sales, Manufacturing, Logistics, Product Management and Engineering.
• Act as a customer advocate, communicating updates throughout the order lifecycle.
• Manage multiple priorities in a fast-paced environment.
• Foster a positive, collaborative team environment across departments.

Skills

Microsoft Office Suite

Customer service experience

Education

High school diploma or GED

Tools

Oracle ERP

SAP ERP

Pivot tables (Excel)

V-lookups (Excel)

Job description

Who We Are

The Duravent Group is a recognized global technology leader in the HVAC industry, first-to-market with innovations in venting systems. Founded in 1956, our $500 million + company is headquartered in Detroit, Michigan, and has 15 locations across Canada, Mexico, and the United States. Duravent leads with best-in-class design and manufacturing capabilities, world-class distribution networks, and customer-first service and support. We ensure quality and drive safety through scientifically proven materials and unequaled engineering.

Duravent acquired Grand Rapids-based Hart & Cooley in 2021. A leader in the HVAC industry since 1901, the Hart & Cooley acquisition brings a legacy of quality and service, robust manufacturing and distribution capabilities, and a suite of trusted brands into the Duravent family.

As a combined company, Duravent is uniquely positioned as the next generation leader in interior climate technology industry. Our team of passionate professionals needs you! Come join us and help us build for the future!

This Role

Our Customer Experience team is currently seeking a professional Customer Experience (Customer Service) Representative. This will be a remote based role residing within a commutable distance to our Grand Rapids Michigan office.

What You Will Do

In an effort to help the Customer Experience department achieve the goal of 100% customer satisfaction, the Customer Experience Representative (Commercial Team) will be responsible for answering a high volume of calls, handling customer requests, quoting and working on other related customer service activities.

How You Will Do It

• Enter and manage customer orders of varying complexity, ensuring accuracy, timeliness, and adherence to customer-specific requirements, as well as Duravent policies.
• Coordinate and manage custom project opportunities, including quoting and order execution using technical drawings, specifications, and construction submittals.
• Provide pricing, product availability, and lead-time information to customers and distributors via phone and email.
• Investigate and process credits, returns, complaints, and customer escalations while maintaining a high level of customer satisfaction.
• Navigate pricing changes, customer-specific agreements, and program requirements to ensure accurate orders.
• Develop expertise across multiple product brands and continually learn new products, systems, and processes to support customer needs.
• Collaborate closely with Sales, Manufacturing, Logistics, Product Management, Engineering, and other internal departments to resolve issues and drive successful outcomes.
• Act as a customer advocate by identifying solutions, proactively communicating updates, and ensuring a positive customer experience throughout the order lifecycle.
• Manage multiple priorities in a fast-paced environment while maintaining attention to detail and meeting customer expectations.
• Foster a positive, collaborative team environment by building strong relationships across departments and contributing to the success of the Customer Experience team.

What We’re Looking For

• High school diploma or GED required with 5 years in a customer service role
• Proficiency with Microsoft Office Suite, including Word, Excel, and Outlook. Experience with pivot tables and V-lookups a plus.
• Experience in an ERP, especially Oracle and/or SAP.
• Current U.S. work authorization without requiring future visa sponsorship.

What We Offer

• 401(K) with match
• Thirteen Paid Holidays
• Paid Vacation
• Paid Personal Time Off
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Long Term Disability Insurance
• Short Term Disability Insurance (variable per state)
• Life Insurance
• Flexible Spending Accounts
• Employee Assistance Plan

EEOC Statement

Duravent is an equal opportunity employer committed to making employment decisions solely on valid job requirements. We provide employment opportunities to all qualified applicants without regard to race, color, creed, genetic information, religion, national origin, gender, sexual orientation, gender identity/expression, age, disability, or veteran status.