Technical Customer Service Representative

exoticautomationsupply; Grand Rapids (MI); On-site; USD 36,000 - 60,000; Full time

Job summary

Exotic Automation & Supply is seeking a detail-oriented Customer Service/Order Management professional in Grand Rapids, MI. You will process customer orders, prepare quotes, handle EDI transactions, and respond to inquiries with accurate pricing and product details.

The role requires a high school diploma, preferably an associate degree, and experience with computer systems. Knowledge of pricing structures and supplier portals will help drive timely order fulfillment.

Qualifications

• High School Diploma required; Associate degree preferred.
• Experience in customer service is desirable.
• Proficiency with computers and business systems.

Responsibilities

• Process customer orders from receipt to completion with accuracy.
• Handle EDI transactions, order receipt, processing and error resolution.
• Prepare and process customer quotations with pricing and specs.
• Respond to inquiries on product availability, pricing, and orders.
• Process RMAs per policies and agreements and maintain records.
• Ensure pricing accuracy and margin requirements before submission.

Skills

Customer service

Order processing

EDI transactions

Pricing knowledge

Communication

Teamwork

Data entry

Education

High School Diploma

Associate degree preferred

Tools

EDI software

ERP systems

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.