Senior Customer Service Representative

Trillium Staffing; Plymouth (MI); On-site; USD 36,000 - 39,000; Full time

Job summary

Trillium Staffing in Plymouth, MI seeks a Senior Customer Service Representative for a direct-hire role. The position pays $26.00 to $28.00 per hour on the day shift with an established manufacturer.

You will serve as the primary contact for assigned accounts, resolve delivery and logistics issues, monitor KPIs, and lead process improvements within a global supply chain environment.

Qualifications

• Associate degree or higher in Business, Supply Chain Management, Logistics, Operations or related field; Bachelor’s preferred.
• Minimum 5 years of relevant experience in customer service, supply chain, logistics, operations, materials planning, purchasing, or related functions.
• Equivalent combination of education and relevant experience will be considered.

Responsibilities

• Serve as the primary contact for assigned customer accounts and ensure high levels of service and satisfaction.
• Resolve customer delivery, quality, logistics, and material-flow issues in coordination with internal teams.
• Identify and mitigate supply chain risks to ensure on-time, uninterrupted delivery.
• Monitor KPIs, inventory, shipping/receiving, and overall operational performance.
• Lead continuous improvement initiatives to improve efficiency, reduce inventory and premium freight, and enhance service.
• Process customer orders and maintain accurate system records and operational data.
• Manage customer claims, complaints, and corrective actions.
• Prepare performance reports, analyze data, and present recommendations to management.
• Develop and improve procedures, work instructions, as well as departmental best practices.
• Support and train the customer service team members.
• Other duties as assigned

Skills

Verbal and written communication

Analytical and problem solving

Cross-functional leadership

Import/export knowledge

Travel willingness

Electronics manufacturing / intl. SCM

Japanese language capability

Education

Associate degree or higher in Business, Supply Chain Management, Logistics, Operations

Bachelor’s degree preferred

Equivalent combination of education and experience

Tools

MS Office

ERP systems

Inventory management software

Job description

Senior Customer Service Representative position available in the Plymouth, Michigan area working at our client location who is an established manufacturer.

This is a direct hire opportunity with a pay range of $26.00 to $28.00 an hour. Day shift position.

Duties and Responsibilities for the Senior Customer Service Representative position:

• Serve as the primary contact for assigned customer accounts and ensure high levels of service and satisfaction.
• Resolve customer delivery, quality, logistics, and material-flow issues in coordination with internal teams.
• Identify and mitigate supply chain risks to ensure on-time, uninterrupted delivery.
• Monitor KPIs, inventory, shipping/receiving, and overall operational performance.
• Lead continuous improvement initiatives to improve efficiency, reduce inventory and premium freight, and enhance service.
• Process customer orders and maintain accurate system records and operational data.
• Manage customer claims, complaints, and corrective actions.
• Prepare performance reports, analyze data, and present recommendations to management.
• Develop and improve procedures, work instructions, as well as departmental best practices.
• Support and train the customer service team members.
• Other duties as assigned

Knowledge, Skills, and Abilities for the Senior Customer Service Representative:

• Excellent verbal, written communication skills.
• Strong analytical and problem-solving skills.
• Must have the ability to lead cross-functional projects and improvements.
• Knowledge of ERP systems, demand planning, inventory management.
• Strong customer, supplier, team communication skills.
• Basic knowledge of international business and documentation.
• Proficient in MS Office and business software.
• Adaptable, flexible, and is willing to travel occasionally.
• Import/export documentation knowledge preferred.
• Experience in electronics manufacturing and/or international supply chain operations is preferred.
• Japanese language capability a plus.

Education and Experience:

• Associate degree or higher in Business, Supply Chain Management, Logistics, Operations, or a related field preferred. Bachelor’s degree preferred.
• Minimum 5 years of relevant experience in customer service, supply chain management, logistics, operations, materials planning, purchasing, or related functions.
• Equivalent combination of education and relevant experience will be considered.

Trillium is an Equal Opportunity Employer.