Technical Customer Service Representative

Exotic-Automation-; Grand Rapids (MI); On-site; USD 35,000 - 55,000; Full time

Job summary

Exotic Automation & Supply is seeking a detail-oriented Customer Service / Order Processing specialist in Grand Rapids, MI. You will process orders, manage EDI transactions, handle pricing questions, and respond to customer inquiries across multiple channels.

The role requires a High School Diploma and prior customer-service experience. You will work with supplier portals and pricing matrices to support accurate quotations and timely order fulfillment.

Qualifications

• High School Diploma required; Associate’s degree preferred.
• Prior customer-service experience is preferred.
• Experience using a computer regularly.

Responsibilities

• Process customer orders from receipt to completion, including entry, verification and confirmation.
• Handle EDI transactions and related errors, ensuring accurate processing.
• Respond to inquiries about product availability, pricing, and orders; prepare quotations.
• Maintain records of customer interactions and transactions and ensure timely follow-up.

Skills

Customer service

Order processing

EDI

Pricing knowledge

Communication

Education

High School Diploma

Tools

CRM software

ERP system

Supplier portals

Job description

General Summary

Provides frontline customer service support to both internal and external customers. Responsibilities include processing orders, quotes, and EDI transactions; responding to customer inquiries and product requests; managing order follow-up; and resolving basic customer issues using foundational knowledge of Exotic product lines and business systems.

Essential Job Functions

Order Management & Processing

• Processes customer orders accurately from receipt through completion, including order entry, verification, and confirmation
• Manages EDI (Electronic Data Interchange) transactions, including order receipt, processing, and error resolution
• Handles order follow-up activities, including status updates, expedite requests, and delivery coordination
• Processes RMAs (Return Merchandise Authorizations) in accordance with company policies and customer agreements

Customer Communication & Support

• Responds to customer inquiries regarding product availability, order status, pricing, and general account questions
• Prepares and processes customer quotations with accurate pricing and product specifications
• Documents and processes customer complaints following established procedures to ensure timely resolution
• Maintains professional communication with customers through phone, email, and other channels

Financial & Pricing Knowledge

• Applies understanding of cost structures, discount schedules, and gross profit calculations to support pricing decisions
• Utilizes customer‑specific pricing matrices to ensure accurate quotations and order processing
• Reviews orders for pricing accuracy and margin requirements before submission

Product & Supplier Knowledge

• Demonstrates foundational knowledge of Exotic product lines to answer basic customer questions and identify appropriate solutions
• Maintains working knowledge of core supplier base and their product offerings
• Accesses and navigates supplier portals to verify product availability, specifications, and lead times

System & Process Compliance

• Follows all departmental and corporate policies and procedures to ensure consistent service levels
• Meets established productivity metrics for order processing, quote turnaround, and customer response times
• Maintains accurate records and documentation in company systems for all customer interactions and transactions

Supplemental Job Functions

• Performs other duties as assigned or requested.

Knowledge, Skills and Abilities Required

• High School Diploma (required), Associate’s degree preferred.
• Previous work experience (prefer customer-service related experience).
• Previous experience working on a computer.

Exotic Automation & Supply maintains a drug‑free workplace, including testing for marijuana.