Customer Service Representative

The Timken Company; Norton Shores (MI); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health benefits

10 paid holidays

Sick leave and PTO

Job summary

Rollon is seeking a Customer Service Representative to be the on-site hub for order status, quotes, and customer inquiries in a fast-growing, detail-driven environment.

You will coordinate with production, planning, and sales to ensure accurate pricing, lead times, and timely order updates, while maintaining customer records and supporting process improvements across the department.

Qualifications

• Associate degree or equivalent combination of education and experience.
• 2–4 years of customer service or related experience in a professional or technical environment.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and general computer literacy.
• Excellent communication, organizational, and problem-solving skills.
• Ability to learn technical product information and collaborate across departments.

Responsibilities

• Serve as the first point of contact and the final resolution for customer inquiries, including order status, expediting, ETA, and shipping updates.
• Respond to RFQs by coordinating with production to confirm pricing and lead times; prepare and send formal quotes with terms and conditions.
• Follow established quoting procedures and ensure information is complete and correct.
• Set up new customer accounts, maintain the customer database, and process all orders, changes, and acknowledgements.
• Maintain clear documentation of customer interactions, inquiries, transactions, and follow-ups.
• Provide timely updates on lead times, delivery status, and order progress with production planner/buyer and sales team.
• Resolve issues by applying problem-solving techniques and following up on RMA processes and credit disputes.
• Serve as the main contact for internal and external order updates, collaborating with production, sales, and finance.
• Maintain organized digital files and generate reports from Microsoft 365, QuickBooks, and other systems.
• Support continuous improvement of department processes and perform additional duties as assigned.

Skills

Attention to detail

MS Office

Math skills

Verbal & written communication

Active listening

Interpersonal skills

Mechanical knowledge (basic)

Bilingual English/Spanish (plus)

Education

Associate degree

Tools

Microsoft 365

QuickBooks

Job description

We’re not looking for someone to answer phones - we’re looking for someone to help lead the charge. At Rollon, you’ll support world‑class customers with precision and care, guiding them through custom solutions that push industries forward. If you’re detail-driven, self‑motivated, and ready to be part of a fast‑growing company with global momentum, the opportunity is right here, right now.

This Customer Service Representative will report to our Customer Service Manager and is an on‑site role.

Essential Responsibilities

• Serve as both the first point of contact and the final resolution for customer inquiries, including order status, expediting, ETA, and shipping updates.
• Respond to RFQs by coordinating with production to confirm accurate pricing and lead times; prepare and send formal quotes with applicable terms and conditions.
• Follow established quoting procedures and ensure all information is complete and correct.
• Set up new customer accounts, maintain and update the customer database, and process all incoming orders, changes, and acknowledgements accurately.
• Maintain clear documentation of customer interactions, including inquiries, transactions, and follow-ups.
• Provide timely updates on lead times, delivery status, and order progress by coordinating closely with the production planner/buyer and sales team.
• Resolve issues by applying problem‑solving techniques, communicating cross‑functionally, and following up on the RMA process and credit disputes as needed.
• Serve as the main contact for internal and external order updates, collaborating with team members across production, sales, and finance.
• Maintain organized digital files and generate reports from Microsoft 365, QuickBooks, and other systems as required.
• Continuously support the improvement of department processes and perform additional duties as assigned by management.

Key Skills & Competencies

• Exceptional attention to detail with strong organizational and time‑management skills.
• Proficient in Microsoft Office Suite, including Word, Outlook, Excel, and PowerPoint.
• Strong math skills and the ability to quickly and accurately manage data.
• Clear and professional communication abilities, verbal, written, typing, spelling, and grammar.
• Active listening and effective interpersonal skills for engaging with both customers and internal teams.
• Technically inclined with a basic mechanical knowledge and comfort working with industrial products (a plus, but not required).
• Ability to prioritize, multitask, and manage shifting responsibilities in a fast‑paced environment.
• Bilingual (English/Spanish) is a plus.

Basic Qualifications

• Associate degree required; equivalent combination of education and experience will be considered.
• 2–4 years of customer service or related experience in a professional or technical environment.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and general computer literacy.
• Excellent communication, organizational, and problem‑solving skills.
• Ability to learn technical product information and collaborate effectively across department

Schedules (Currently Hiring For Both)

• 8:00 AM - 5:00 PM EST

*All offers of employment are contingent upon the successful completion of a background check that includes: degree verification, criminal records check, medical and drug screen, professional references, prior employment verification*

We offer a comprehensive compensation package in line with market pay that includes a very generous benefits package.

• Voluntary health, dental, vision benefits on day one of employment!
• 10 paid holidays per year, paid sick, vacation, maternity/paternity and so much more

All qualified applicants shall be treated equally according to their individual qualifications, abilities, experiences and other employment standards. There will be no discrimination due to gender or gender identity, race, religion, color, national origin, ancestry, age, disability, sexual orientation, veteran/military status or any other basis protected by applicable law.