Customer Service Representative I

Kelly Services; Norton Shores (MI); On-site; USD 3,967,000 - 4,959,000; Full time

Benefits offered by this job

Medical, dental, vision

Paid holidays

Vacation

Job summary

Kelly Services in Norton Shores, Michigan, is seeking a Customer Support Representative I for an on-site day shift. Hourly pay is $18.00 with W-2 employment and enhanced benefits including medical, dental and vision, plus paid holidays and vacation.

The Frontline Customer Service Team handles customer experience, quoting, order entry, logistics and sales order prioritization. Daily reporting helps monitor business health.

Qualifications

• Excellent verbal and written communication required.
• Experience with SAP, CRM and Excel a plus.
• Strong customer service background in a fast-paced parts-moving industry.
• Completed High School diploma or GED.

Responsibilities

• Respond to customer orders, RFQs and inquiries from a group inbox in a timely manner.
• Communicate professionally with customers via phone and email.
• Prioritize customer responses by urgency.
• Check inventory daily for incoming repair parts and owed cores.
• Review Open Order, E-stock, RMA, Core and Add Bill reports daily for proper processing.
• Research and request information from the customer, SAP or files as needed.
• Manage customer cores: order repair, track, quote, and return or exchange units.
• Process front-to-back order entry and final delivery to end customers.
• Coordinate with Lead, Supervisor, Manager and Client on escalations as required.
• Coordinate with Vendors and Inventory Planners for repairs and purchases.

Skills

Communication

Excel

CRM

SAP

Customer Service

Attention to Detail

Organizational Skills

Education

High school diploma or GED

Tools

SAP

CRM

Excel

Job description

Customer Support Representative I

Day Shift: Mon – Fri 8:00am – 5:00pm
Onsite: Norton Shores, Michigan
Hourly Pay: $18.00/hr W2
Enhanced Benefits (medical, dental, vision) + paid holidays & vacation

The Frontline Customer Service Team manages the customer experience. Tasks include customer service, quoting, order entry, logistics, and sales order prioritization. Daily and weekly reporting is required to monitor the health of the business.

Responsibilities:

• Working within a group inbox to provide timely responses to customer orders, RFQ’s and all other inquiries.
• Professional communication with customers, both internal and external, via phone and email.
• Prioritizing customer response by level of urgency.
• Checking inventory daily for incoming repair parts and owed cores from customers.
• Checking Open Order, E-stock, RMA, Core and Add Bill reports daily to ensure parts are processing properly through every step.
• Researching and requesting additional information as necessary from customer, SAP (order entry/MRP system) or digital/physical files.
• Customer Core Management: Enter repair management orders, track, monitor, and send repair status updates, issue repair quotes, and facilitate the return of customer’s part to the customer or provide an exchange unit.
• Front to back order entry, processing and final delivery to end customer.
• Coordinating with Lead, Supervisor, Manager and Client on daily escalations, as required.
• Coordinate with Vendor Representatives and Inventory Planners for part repairs and purchases.

Requirements:

• Excellent verbal and written communication skills.
• Computer literacy required in Microsoft Office Suite, experience in CRM and SAP is a plus.
• Strong Microsoft Excel background required.
• Strong customer service background required in an industry that moves parts.
• Must have strong attention to detail and exhibit excellent organizational skills.
• Ability to work under deadlines in a fast-paced work environment.
• Logistics or Inventory Management experience preferred.
• Completed High school diploma or GED is required.

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