Technical Customer Service Representative

Exotic Automation & Supply; Grand Rapids (MI); On-site; USD 38,000 - 56,000; Full time

Job summary

Exotic Automation & Supply is seeking a detail-oriented customer service associate in Grand Rapids, MI. The role focuses on frontline support—processing orders, quotes, and EDI transactions—while addressing customer inquiries and product requests.

You will manage order follow-ups, handle RMAs per policy, and maintain professional communication across channels. Foundational knowledge of Exotic product lines and supplier relations helps deliver timely resolutions.

Qualifications

• High School Diploma is required.
• Associates degree is preferred.
• Experience in customer service is preferred.
• Must be able to use a computer and basic business software.

Responsibilities

• Process customer orders from receipt to completion.
• Handle EDI transactions and order confirmations.
• Prepare quotes with accurate pricing and specs.
• Respond to inquiries about product availability and pricing.
• Maintain accurate records in company systems.

Skills

Customer service

Computer literacy

Attention to detail

Education

High School Diploma

Associate’s degree preferred

Tools

EDI systems

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.