Technical Customer Service Representative

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

Job summary

Exotic Automation in Grand Rapids, MI, seeks a frontline customer service professional to support internal and external customers. You will process orders, quotes, and EDI transactions, respond to inquiries, manage order follow-up, and resolve basic issues using knowledge of Exotic product lines and business systems.

Responsibilities include maintaining professional communication via phone and email, supporting pricing decisions with knowledge of discounts and margins, handling RMAs, and

Qualifications

• High School Diploma required; Associate's degree preferred.
• Previous customer-service experience preferred.
• Proficient with computers and basic software tools.

Responsibilities

• Process customer orders from receipt to completion.
• Manage EDI transactions and order verification.
• Handle order follow-up and delivery coordination.
• Process RMAs per policy.
• Respond to inquiries about product availability, pricing, and orders.

Skills

Customer service

Communication

Problem solving

Education

High School Diploma

Associate's degree preferred

Tools

EDI systems

Pricing matrices

CRM software

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.