Customer Service Representative-Sales

Duro-Last; Saginaw (MI); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Competitive salary & Bonus Incentive

Medical, Dental, Vision, Disability and Life Insurance

Paid time off including 12 paid holidays

Educational Assistance Program

Job summary

Duro-Last in Saginaw, Michigan is looking for a dedicated Customer Service Representative to enhance our Sales Division. In this role, you will manage the entire order lifecycle, ensuring customers receive accurate information and support. You’ll handle order entry, resolve issues, and interact with various internal teams.

The ideal candidate should have a Bachelor's degree and 1–2 years of customer service experience. We offer competitive salary, bonuses, and a range of benefits including medical and retirement savings.

Qualifications

• 1–2 years of customer service experience is required.
• Strong written and verbal communication skills are essential.
• Comfortable navigating multiple computer programs.

Responsibilities

• Receive and enter customer orders via various communication channels.
• Assist customers with shipping questions and order changes.
• Investigate customer concerns and coordinate with internal teams.

Skills

Customer service experience

Strong communication skills

Problem-solving

Attention to detail

Math skills

Education

Bachelor's Degree

Job description

About the Role

We’re looking for a Customer Service Representative to join our team in our Sales Division. You will help deliver an exceptional experience for our customers. In this role, you’ll support the full order lifecycle – entering orders, resolving issues, coordinating with internal teams, and ensuring customers receive accurate, timely information. Your ability to problem-solve, stay organized, and communicate clearly will make you a trusted partner to our customers and teammates.

What You’ll Accomplish

Order Entry & Customer Support

• Receive and enter customer orders via phone, email, fax, and web.
• Support order entry for Duro-Guard product lines.
• Ensure orders are accurate, complete, and aligned with product specifications.
• Identify and correct incomplete or inaccurate customer submissions.
• Navigate all required systems with confidence.
• Understand product capabilities, shipping methods, manufacturing processes, and inventory locations.
• Collaborate with related departments as needed during the ordering process.

Customer Issue Resolution

• Assist customers with shipping questions, returns, credits, order changes, and general service needs.
• Investigate concerns across required systems and determine appropriate solutions.
• Escalate issues or pricing exceptions when needed.
• Process credits/returns up to $500 without approval.
• Coordinate with internal teams such as Warranty, Inventory, Shipping, Production, and Accounting.
• Follow up with outside vendors to ensure timely resolution.

OEM Order Support

• Enter standard OEM orders and prepare basic quotes.
• Apply general knowledge of OEM customer needs and calculate required materials.

Additional Responsibilities

• Provide support for other customer service functions including CSA duties, switchboard coverage, gatekeeping, and out-of-stock notifications.
• Perform other tasks assigned by management.

What We’re Looking For

• Bachelor’s Degree
• 1–2 years of customer service experience (required)
• Strong written and verbal communication skills
• Ability to remain calm and professional in challenging customer interactions
• Comfortable navigating multiple computer programs
• Strong attention to detail and accuracy
• Solid math skills
• Ability to evaluate information, problem-solve, and recommend solutions
• Positive, team-oriented attitude with the ability to handle multiple tasks at once

What We Offer

• Competitive salary & Bonus Incentive
• Retirement Savings: Choose from 401(k) pre‑tax and/or Roth after‑tax savings
• Medical, Dental, Vision, Disability and Life Insurance
• Holistic Health & Well‑being programs
• Health Savings Accounts (HSA) & Flexible Spending Accounts (FSA)
• Paid time off including 12 paid holidays
• Paid Parental Leave (maternity & paternity)
• Educational Assistance Program