Customer Service Representative

The Kendall Group, Inc.; Benton Harbor (MI); On-site; USD 32,000 - 38,000; Full time

Job summary

The Kendall Group, Inc. is seeking a Customer Service Representative to handle customer inquiries and complaints, process orders and modifications, and escalate issues across multiple channels. You will maintain positive relationships and deliver excellent service.

This entry-level role requires a high school diploma, strong communication, and the ability to work in a fast-paced environment. Occasional travel to branches may be required.

Qualifications

• Entry-level experience in customer service is acceptable.
• Strong verbal and written communication skills.
• Ability to work cross-functionally in a fast-paced environment.

Responsibilities

• Manage customer queries and complaints.
• Process orders and modifications.
• Escalate complaints across multiple channels.
• Maintain records of customer interactions and transactions.
• Provide vendor portal assistance to customers.
• Communicate with customers and vendors.

Skills

Customer service

Verbal communication

Written communication

Cross-functional teamwork

Problem solving

Education

High school diploma or GED

Tools

Microsoft Office

Job description

About The Kendall Group

The Kendall Group is comprised of eight divisions with 75+ locations in ten states. Combined, we serve the Electrical, Automation, Pipe, Valve, and Fitting products, Steam, Lighting, Industrial Controls, and Instrumentation Industries. The Kendall Group is a 100% employee-owned company. Kendall offers a great opportunity for a rewarding career.

Why The Kendall Group

Our employee ownership model is the core of who we are. You will not only own part of the company, but you will own your future. At Kendall, you'll have opportunities to learn and grow while being coached and mentored along the way. We're that company where people stay! We're proud to say more than 60% of our associates have more than 5 years of tenure, and more than 40% have greater than 10 years. At Kendall, you will be valued and supported, your ideas will be heard, your voice will matter, and you'll work alongside incredible people who care about your success.

Role Summary

Reporting to the Inside Sales Manager, Location Manager or Territory Manager, the Customer Service Representative shall manage customer queries and complaints. You will also be asked to process orders, modifications, and **escalate** complaints across a number of communication channels. The person in this role maintains positive relationships with customers by providing excellent customer service.

Exciting work you will do

• Maintain a positive, empathetic, and professional attitude toward customers
• Respond promptly to customer inquiries
• Communicate with customers and vendors through various channels
• Acknowledge and resolving customer complaints
• Acquire basic product knowledge to assist customers and vendors
• Participate in sales and product training sessions
• Process quotes in business system
• Provide vendor portal assistance to customers
• Maintain records of customer interactions, transactions, comments, and complaints
• Communicating and coordinating with colleagues, as necessary
• Perform other duties and projects as assigned

Competencies you possess

• Service Excellence
• Results, Action Oriented
• Accountability and Responsibility
• Problem Solving
• Teamwork and collaboration

What you’ll need

• Work Experience: Entry Level
• Education: High school diploma or GED
• Computer Skills: Proficiency in Microsoft Office
• Organization Skills: Excellent work ethic, good verbal, and written communication skill
• Cross-functional skills: Ability to work well cross-functionally and manage multiple requests in a fast-paced environment
• Communication Skills: Ability to communicate well with all levels of the organization; provide excellent internal and external customer service
• Physical, Mental and Visual Skills: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions. Ability to see, talk and hear
• Physical Environment: Normal office environment
• Travel: Occasional travel to branches or to business related functions such as training or seminars

Qualifications we prefer but don’t require

• Work Experience: Previous customer service, preferably with a related product line; experience interfacing or supporting a direct sales force

Equal Opportunity Employer

The Kendall Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, physical or mental disability, citizenship, military status, protected veteran status, genetic information, or any other characteristic protected under applicable federal, state, or local law.

Learn more about our company, benefits, and culture here.