Customer Service Specialist - Merlo Energy

The Kendall Group, Inc.; Grand Rapids (MI); On-site; USD 30,000 - 42,000; Full time

Job summary

The Kendall Group in Grand Rapids, MI is seeking a Customer Service Specialist to join our sales team. You will process telephone orders, respond to calls and emails, manage product availability and delivery expectations, and help resolve issues with accuracy and courtesy.

Entry level position requiring an Associate’s degree or equivalent experience; you will work with Eclipse and Salesforce, maintain customer relations, and contribute to growth while upholding Kendall’s commitment to service

Qualifications

• Entry level position; ideal for candidates starting their career in customer service.
• Associate’s degree or equivalent work experience required.
• Experience with Microsoft Office and data entry is preferred.
• Highly organized and detail-oriented; able to multi-task in a fast-paced environment.
• Strong cross-functional communication and problem-solving skills.
• Excellent interpersonal, verbal and written communication abilities; able to interface with customers, suppliers and sales reps.

Responsibilities

• Process telephone orders and customer requests.
• Respond to incoming calls, faxes, and emails from customers promptly.
• Maintain and grow customer sales and gross profits to meet growth objectives.
• Enter orders into Eclipse and Salesforce and document transactions per quality procedures.
• Follow up on quotes and provide feedback to outside sales representatives.
• Provide excellent customer service using company resources and guidelines.
• Assist with issue resolution and order expediting when needed.

Skills

Customer service

Oral & written communication

Microsoft Office

Attention to detail

Multi-tasking

Teamwork

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

• 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.

Learn more about our company, benefits, and culture here.

The Kendall Group is comprised of eight divisions with 75+ locations in ten states. Combined, we serve the Electrical, Automation, Pipe, Valve, and Fittings 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. 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 that more than 60% of our associates have more than five years of tenure, and more than 40% have greater than ten 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.