Customer Service & Fulfillment Coordinator

Fasttek; Grand Rapids (MI); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical and Dental

Vision

PTO

Long Term Disability

Life Insurance

401(k) with match

Job summary

FastTek Global is seeking a Customer Service Representative in Grand Rapids, MI to provide frontline support for internal and external customers with in-depth product knowledge and effective communication.

You will manage work orders, quotes, ROEs, customer records, and resolve issues while coordinating with field teams, ensuring timely ETAs and accurate updates in our systems. This role requires strong multitasking and excellent written/verbal communication.

Qualifications

• Strong communication skills, verbal and written.
• Intermediate to advanced proficiency in Microsoft Office Suite.
• Ability to manage multiple, competing priorities in a fast-paced environment.
• Flexibility to work outside normal hours and weekends as required.

Responsibilities

• Communicates with store managers, maintenance personnel, and other customer personnel as needed.
• Applies customer specific Rules of Engagement (ROEs) in order to process work orders, preparing quotes, and updating online systems based off specific parameters supplied by Service Managers and relationship holders.
• Ensures ROEs are understood, communicated, and executed by our fulfillment team (Area Service Managers, Project Administrators, Technicians, etc.)
• Coordinates and communicates fulfillment activities with respective Area Service Managers, Technicians, Strategic Account Managers, Service Sales Account Managers, and Project Administrators.
• Maintain customer records using company and customer based automated systems.
• Prepare service repair quotes per customer specific ROEs as needed. Reviews and approves service work orders per ROEs and internal standards in a collaborative effort with service managers and key relationship holders.
• Provides ETAs, fulfillment updates, and problem resolution to team and customers as needed.
• Monitor customer account details for non-payment and provide support to corporate credit department to resolve customer disputed/rejected invoices and past due receivables.
• Additional responsibilities as assigned.

Skills

Customer service

Communication skills

Microsoft Office

Time management

Job description

FastTek Global is seeking a Customer Service Representative in Grand Rapids, MI to provide frontline support for internal and external customers with in-depth product knowledge and effective communication.

You will manage work orders, quotes, ROEs, customer records, and resolve issues while coordinating with field teams, ensuring timely ETAs and accurate updates in our systems. This role requires strong multitasking and excellent written/verbal communication.