Customer Experience Specialist

Lumbermens; Michigan; On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Collaborative and supportive work environment

ESOP (Employee Stock Ownership Plan)

Medical, dental, vision, and life insurance

401(k)

Paid time off

Training and development

Job summary

Lumbermens is seeking a Customer Experience Specialist to support our sales teams from our Byron Center location in Michigan. The role involves processing customer orders, answering inquiries, and delivering exceptional service to create 'raving fans' of the brand.

The ideal candidate should possess strong communication skills, be team-oriented, and have 2-5 years of customer service experience. We offer a supportive environment, competitive benefits, and advancement opportunities.

Qualifications

• 2-5 years’ experience in a professional customer service environment.

Responsibilities

• Processing customer pick-ups and providing excellent customer service.
• Building relationships with new and existing customers.
• Answering incoming inquiries.
• Scheduling job site deliveries.
• Engaging customers via phone calls and emails.

Skills

Strong communication skills

Friendly, professional demeanor

Dependable

Ability to work cooperatively

Proficient in Microsoft Office

Education

High School diploma/GED

College degree preferred

Job description

WHO WE ARE:

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.

POSITION SUMMARY

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.

REQUIRED EDUCATION/EXPERIENCE

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

REQUIRED SKILLS

• 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

WHAT WE OFFER:

Lumbermen’s exists to enrich the lives of people by intentionally caring for all who experience us. You will experience a different kind of work environment and "family" here and help live out the Lumbermen’s promises of committing to those who count on us, doing what’s right, exercising sound business practices, and earning consideration. Other benefits include:

• A collaborative and supportive work environment
• ESOP (Employee Stock Ownership Plan) – generous company‑funded retirement
• Medical, dental, vision, and life insurance
• Flexible spending/health savings account
• 401(k)
• The SOURCE – free and confidential support resources for our team
• Clothing allowance (for applicable roles)
• Paid time off
• Paid holidays
• Training and development
• Advancement opportunities

Lumbermen’s is proud to be a drug and alcohol‑free workplace. In addition, Lumbermen’s will not discriminate against any employee or candidate because of race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. We participate in E‑Verify.