Customer Service Representative

Transcendia, Inc.; Grand Rapids (MI); On-site; USD 36,000 - 48,000; Full time

Job summary

Transcendia, Inc. seeks a Customer Service Representative to manage the full order experience from inquiry to delivery in a fast-paced manufacturing environment.

The role emphasizes judgment, problem-solving, and coordination across sales, manufacturing, quality, planning, logistics, and other teams to ensure accurate order entry and clear communication with customers.

Qualifications

• Customer service experience preferred.
• Strong written and verbal communication skills.
• Exceptional follow up and organizational abilities.
• Ability to multi-task and prioritize in a fast-paced environment.
• Attention to detail and confidentiality.
• Ability to recognize and escalate issues when needed.
• Team player with a drive for continuous improvement.
• Associate's degree in business or related field preferred; or 2–3 years related experience.

Responsibilities

• Enter orders accurately and monitor open orders.
• Serve as primary contact for customers and coordinate with internal teams to resolve issues.
• Resolve complex problems and, when needed, escalate for resolution.
• Work under pressure to meet deadlines with high quality.
• Assist customers with inquiries on orders, quotes, specs, pricing, and availability.
• Identify information gaps and obtain necessary details to fulfill requests.
• Offer alternative products to meet customer needs when exact specs cannot be met.
• Utilize CRM and internal networks to support customer activities.

Skills

Customer service

Communication

Follow up

Organization

Detail orientation

Problem solving

Education

Associate's degree in business

Job description

Job Summary:

The Customer Service Representative is a critical customer-facing role responsible for managing the full order experience from inquiry through delivery and issue resolution. This is not a scripted or repetitive contact center position. Each customer interaction requires judgment, problem-solving, follow-through, and the ability to coordinate across multiple internal functions to meet customer expectations.

Job Summary:

The Customer Service Representative is a critical customer-facing role responsible for managing the full order experience from inquiry through delivery and issue resolution. This is not a scripted or repetitive contact center position. Each customer interaction requires judgment, problem-solving, follow-through, and the ability to coordinate across multiple internal functions to meet customer expectations.

This role works closely with customers, sales professionals, manufacturing plants, quality, compliance, planning, logistics, and other internal teams to ensure orders are accurately entered, clearly communicated, properly prioritized, and executed successfully. The Customer Service Representative often serves as the primary day-to-day contact for customers and plays a key role in building customer loyalty, trust, and confidence.

The ideal candidate will be highly organized, proactive, detail-oriented, and comfortable managing complex customer needs in a fast-paced manufacturing environment. This individual must be able to balance customer expectations with operational realities while maintaining a strong sense of ownership and urgency.

Job Duties:

• Functions as a customer advocate and operate with sense of urgency and ownership of customer issues through resolution
• Responsible for accurate entry of orders, monitors and tracks open orders
• Resolve complex issues and, when necessary, elevating the issues for problem resolution.
• Performs well under pressure and tight timeframes; able to consistently meet deadlines with high quality work
• Assists customers with inquiries and information about sales orders, quotations, product specifications/compatibility and pricing/availability, expedites, order investigations and RMA/credit requests
• Proactively recognize when an order has insufficient information and be comfortable seeking additional information in order to address the customer’s needs
• Offers alternative products as necessary, whenever we are unable to meet the customers’ exact need (i.e. alternate widths, gauges, film types and/or next day shipments)
• Demonstrates ability to create internal networks and partnerships; has vision for how one's actions impact other functional teams
• Utilizes technology/CRM to support activities

Job Qualifications:

• Customer Service experience preferred
• Ability to communicate effectively both verbally and in writing
• Exhibits a high level of motivation and sense of urgency, exceptional follow up skills
• Must have organizational skills with an ability to prioritize and multi-task
• Strong listening skills, ability to maintain confidentiality, exceptional attention to detail
• Ability to recognize and resolve issues independently along with awareness on when to elevate
• Consistently maintains positive attitude; adjusts in a positive way to changing policies and work responsibilities.
• Team player
• Must be dedicated to continuous improvement
• Associate's degree in business other related field preferred; or two to three years related experience and/or training; or equivalent combination of education and experience.

Transcendia is an equal opportunity employer and will consider all candidates for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.