Technical Customer Service Representative

Exotic Automation & Supply; Lyon Charter Township (MI); On-site; USD 30,000 - 45,000; Full time

Job summary

Exotic Automation & Supply is seeking a frontline Customer Service & Order Processing specialist in the United States to handle quotes, orders, and EDI transactions, while responding to customer inquiries and coordinating follow-up.

You will work with pricing matrices, verify product availability, and maintain records in company systems to support accurate quotations and timely processing. Strong communication via phone and email is essential.

Qualifications

• High School Diploma is required.
• Associate’s degree is preferred.
• Previous work experience, ideally in customer-service.
• Experience using a computer and standard business software.
• Exotic Automation & Supply maintains a drug-free workplace, including marijuana testing.

Responsibilities

• 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.
• 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.

Skills

Customer service

Order processing

Communication

Education

High School Diploma (required)

Associate’s degree preferred

Tools

EDI transactions

Pricing matrices

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.