Customer Service Specialist - Merlo Energy

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

Job summary

Kendall Group is seeking a Customer Service Specialist to support the Sales team by processing customer orders, managing delivery expectations, and maintaining strong relationships with customers.

Ideal candidates will have an associate degree or equivalent experience, strong communication skills, and proficiency with Microsoft Office. This role emphasizes accuracy, multitasking, and cross-functional coordination in a fast-paced office environment.

Qualifications

• Associate’s degree or equivalent work experience.
• Experience working with Microsoft Office.
• Highly organized and detail-oriented; ability to multi-task and shift priorities; fast-paced environment.

Responsibilities

• Process orders via telephone, email, and internal channels promptly.
• Maintain and grow customer sales and gross profits to support growth.
• Enter orders into Eclipse and Salesforce; document transactions per quality procedures.
• Follow up on quotes and provide feedback to outside sales reps.
• Provide excellent customer service using company and vendor resources.
• Find workable solutions for customer issues and ensure long-term resolution.
• Expedite orders when necessary; adhere to Kendall Group policies.

Skills

Customer service

Microsoft Office

Communication

Organization

Education

Associate degree or equivalent

Tools

Eclipse

Salesforce

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 Location Manager, the Customer Service Specialist is a key member of the Sales team. The person in this role maintains positive relationships with customers by providing excellent customer service. They are responsible for accurately processing customer orders and requirements, assisting customers with managing delivery expectations and product availability, freight expectations, and dispute resolution.

Exciting work you will do:

The essential duties and responsibilities of the Customer Service Specialist position will consist of, but are not limited to, the following:

• Process telephone orders, respond to incoming calls, faxes, and email messages from internal and external customers in a prompt manner
• Maintain and grow customer sales and gross profits to meet company growth objectives
• Enter orders into Eclipse and Salesforce business systems and document all transactions in accordance with company quality system and procedures
• Reach out to customers to follow up on quotes and provide feedback to outside sales representatives
• Use company and vendor resources to provide excellent customer service
• Initiate workable solutions for customer issues and ensure effective and long-term resolution
• Expedite orders when necessary
• Maintain quality service by adhering to Kendall Group policies, procedures, and standards
• Perform other duties as assigned

Competencies you possess:

• Service Excellence
• Results, Action Oriented
• Accountability and Responsibility
• Understanding Others, Listening
• Problem Solving
• Teamwork and collaboration
• Priority Setting

What you’ll need:

• Work Experience: Entry level
• Education: Associate’s degree or equivalent work experience
• Analytics/Computer Skills: Experience working with Microsoft Office
• Organization Skills: Highly organized and detail-oriented; ability to multi-task and shift priorities; ability to work in a fast-paced, continuously evolving environment
• Cross-functional skills: Ability to work well cross-functionally; provides excellent internal and external customer service
• Communication Skills: Strong interpersonal communication, problem-solving, organizational, and written/verbal communication skills; strong telephone aptitude; ability to interface with customers, suppliers, and outside sales representatives
• Physical, Mental and Visual Skills: Ability to see, talk, and hear; ability to sit for 8 hours a day
• Physical Environment: Normal office environment

Qualifications we prefer but don’t require:

• Work Experience: Previous inside sales experience, preferably with a related product line or with end users in an industrial or technical environment; understanding of level, pressure, flow, and temperature devices; experience interfacing with or supporting a direct sales force
• Education: Technical degree or bachelor’s degree
• Analytics/Computer Skills: Salesforce, Microsoft Dynamics, or Epicor/Solar Eclipse

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.