Customer Service Representative
PEAK Technical Staffing USA, Traverse City, Michigan, United States, 49685
#Tech-Pro-Admin-01
Job Summary
The Customer Service Representative is responsible for delivering excellent customer satisfaction to both internal and external customers. This role involves building strong relationships, using an in-depth knowledge of company products and services, and effectively communicating with all team members to ensure customer needs are met.
Essential Responsibilities and Duties Receive and respond to all customer inquiries, analyze requests, and resolve customer concerns while delivering the best possible service and solutions. Answer incoming customer calls regarding order status, inventory availability, pricing, quotes, shipping, etc. Authorize merchandise returns, credits, and prepare related paperwork. Support the needs of Production and Sales Managers. Possess strong knowledge of product line/brand, pricing, delivery times, and promotions. Update orders and post changes in partial shipments, price differences, etc. Communicate effectively with staff to ensure customer satisfaction. Answer and transfer phone calls, ensuring accurate information is relayed. Receive and handle phone and email requests for purchase orders, order changes, and adjustments. Partner with the credit department to resolve disputed credit items. Provide timely feedback to the company regarding service failures or customer concerns. Work with the sales team to exceed customer service expectations. Resolve client complaints and solve problems in a timely manner. Confer with production, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments. Use the company database to retrieve relevant customer information. Note all telephone/email correspondence in the company database. Handle various miscellaneous administrative tasks to support office operations and ensure a smooth workflow. Perform other related duties as assigned by supervision or management. Working Environment and Physical Demands
Work is primarily conducted in a professional office setting. Regular use of standard office equipment, including computers, phones, photocopiers, and other devices. Occasional exposure to a shop environment with potential noise, dust, odors, and fumes when visiting the shop floor. Physical activity includes typing on a computer, walking, sitting, bending, and stooping throughout the shift. Must be able to lift and carry items weighing up to 25 pounds occasionally. May involve moving and handling office supplies, files, and equipment as needed. Minimum Qualifications
High school diploma or GED. 1-3 years of customer service experience. 1-3 years of handling customer inquiries, including order entry and problem-solving. Proficiency in Microsoft Office and other related office software. Ability to multitask, prioritize, and perform well in high-stress situations. Strong telephone and email etiquette. Ability to communicate effectively both verbally and in writing with customers, coworkers, and management. Must be able to meet physical demands of the job with or without accommodation. Preferred Qualifications
Basic hydraulic knowledge. Previous experience with Epicor ERP. Experience working with international clients. Experience in manufacturing, Oil & Gas, or industrial settings. Foreign language skills (preferred for international client support). Sales support or administrative experience in an industrial or technical field. Competencies
Attention to Detail: Able to process customer orders and resolve issues without overlooking important details. Customer Focus: Demonstrates a strong commitment to ensuring customer satisfaction and building long-term relationships. Problem-Solving: Capable of resolving customer issues in a calm, effective, and timely manner. Communication Skills: Communicates professionally and clearly, both verbally and in writing, with internal teams and external customers. Multitasking: Manages multiple customer inquiries and tasks effectively in a fast-paced environment. Team Collaboration: Works well with other departments to meet customer needs and improve workflows. Adaptability: Easily adjusts to new tasks and responsibilities in a changing work environment. Time Management: Organizes and prioritizes tasks to meet deadlines without compromising service quality. Behaviors Required
Proactive: Takes initiative to address customer issues and find solutions before they escalate. Customer-Centric: Consistently prioritizes customer needs and strives to deliver the best possible service. Collaborative: Works effectively as part of a team, contributing ideas and supporting others to achieve common goals. Resilient: Maintains a positive and professional demeanor in high-pressure situations. Accountable: Takes responsibility for tasks and outcomes, ensuring follow-through on commitments. Dependable: Consistently arrives on time, meets deadlines, and follows through on assigned tasks. Training Requirements
General safety training. Safety and compliance training, as well as any additional training required by customers. ISO 9001 and applicable processes and procedures. Customer service communication and conflict resolution training. ERP training (Epicor ERP or similar systems). Ongoing product and industry-specific knowledge training. Personal Protective Equipment (PPE)
Safety glasses, steel-toe shoes, and ear protection when in production or test areas. Gloves, goggles, shields, aprons, etc., as required for specific tasks. Hard hats (mandatory in certain environments, such as forge or steel forming applications). Safety vests, ear protection, and other PPE as required by specific customer or shop environments. Benefits Offered
Paid Time Off and Holidays 401(k) with Company Match Affordable Health (Client), Dental (Delta Dental), and Vision Plan (VSP) Health Savings Account with Employer Contribution Flexible Spending Account Employer Paid Life and Paid Short Term & Long Term Disability Insurance Optional Hospital, Critical Illness, and Accident Insurance Employee Assistance Program (EAP) Safety Shoe and Safety Glasses Reimbursement Tuition Assistance Reimbursement Program up to $5,000 per calendar year Milestone (Anniversary) Awards Community Involvement and Team Event Opportunities
As a leader in high-performance hydraulic solutions, The Company offers a collaborative environment where innovation, efficiency, and reliability drive every decision. We empower employees with ownership of their work and support ongoing growth through professional development and continuous improvement.
Located in Traverse City, MI, our company benefits from the vibrant community and beautiful surroundings of this charming city. With its stunning natural landscapes, thriving arts scene, and a strong sense of community, Traverse City offers an excellent quality of life for residents and visitors alike.
Benefits PEAK's benefit offerings available for our associates include medical, dental, vision, Flexible Spending Account (FSA), Dependent Care Savings Account (DCA), and 401K plan. PEAK believes that taking care of our team is essential for success and we are proud to provide benefits that enhance both your well-being and your future. Additionally, our associates may be eligible for Paid Sick Leave as required by Federal, State, or local laws.
Equal Opportunity Employer (EEO) PEAK Technical Staffing is committed to creating a diverse and inclusive environment and is proud to be an Equal Opportunity Employer. PEAK does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status, or any other characteristic protected by applicable law. All employment decisions are made based on qualifications, merit, and business need. We encourage all individuals to apply.
Candidate Privacy To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://peaktechnical.com/privacy-policy/ and https://peaktechnical.com/ca-residents-privacy-rights/
AI Recruiting Disclosure We use AI-assisted tools to help review applications and compare your experience to job requirements, but all hiring decisions are made by human recruiters. You may request a human-only process or opt out of automated communication at any time. Required notices and our latest bias audit are available on our website: www.peaktechnical.com/ai-disclosure.
Job Summary
The Customer Service Representative is responsible for delivering excellent customer satisfaction to both internal and external customers. This role involves building strong relationships, using an in-depth knowledge of company products and services, and effectively communicating with all team members to ensure customer needs are met.
Essential Responsibilities and Duties Receive and respond to all customer inquiries, analyze requests, and resolve customer concerns while delivering the best possible service and solutions. Answer incoming customer calls regarding order status, inventory availability, pricing, quotes, shipping, etc. Authorize merchandise returns, credits, and prepare related paperwork. Support the needs of Production and Sales Managers. Possess strong knowledge of product line/brand, pricing, delivery times, and promotions. Update orders and post changes in partial shipments, price differences, etc. Communicate effectively with staff to ensure customer satisfaction. Answer and transfer phone calls, ensuring accurate information is relayed. Receive and handle phone and email requests for purchase orders, order changes, and adjustments. Partner with the credit department to resolve disputed credit items. Provide timely feedback to the company regarding service failures or customer concerns. Work with the sales team to exceed customer service expectations. Resolve client complaints and solve problems in a timely manner. Confer with production, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments. Use the company database to retrieve relevant customer information. Note all telephone/email correspondence in the company database. Handle various miscellaneous administrative tasks to support office operations and ensure a smooth workflow. Perform other related duties as assigned by supervision or management. Working Environment and Physical Demands
Work is primarily conducted in a professional office setting. Regular use of standard office equipment, including computers, phones, photocopiers, and other devices. Occasional exposure to a shop environment with potential noise, dust, odors, and fumes when visiting the shop floor. Physical activity includes typing on a computer, walking, sitting, bending, and stooping throughout the shift. Must be able to lift and carry items weighing up to 25 pounds occasionally. May involve moving and handling office supplies, files, and equipment as needed. Minimum Qualifications
High school diploma or GED. 1-3 years of customer service experience. 1-3 years of handling customer inquiries, including order entry and problem-solving. Proficiency in Microsoft Office and other related office software. Ability to multitask, prioritize, and perform well in high-stress situations. Strong telephone and email etiquette. Ability to communicate effectively both verbally and in writing with customers, coworkers, and management. Must be able to meet physical demands of the job with or without accommodation. Preferred Qualifications
Basic hydraulic knowledge. Previous experience with Epicor ERP. Experience working with international clients. Experience in manufacturing, Oil & Gas, or industrial settings. Foreign language skills (preferred for international client support). Sales support or administrative experience in an industrial or technical field. Competencies
Attention to Detail: Able to process customer orders and resolve issues without overlooking important details. Customer Focus: Demonstrates a strong commitment to ensuring customer satisfaction and building long-term relationships. Problem-Solving: Capable of resolving customer issues in a calm, effective, and timely manner. Communication Skills: Communicates professionally and clearly, both verbally and in writing, with internal teams and external customers. Multitasking: Manages multiple customer inquiries and tasks effectively in a fast-paced environment. Team Collaboration: Works well with other departments to meet customer needs and improve workflows. Adaptability: Easily adjusts to new tasks and responsibilities in a changing work environment. Time Management: Organizes and prioritizes tasks to meet deadlines without compromising service quality. Behaviors Required
Proactive: Takes initiative to address customer issues and find solutions before they escalate. Customer-Centric: Consistently prioritizes customer needs and strives to deliver the best possible service. Collaborative: Works effectively as part of a team, contributing ideas and supporting others to achieve common goals. Resilient: Maintains a positive and professional demeanor in high-pressure situations. Accountable: Takes responsibility for tasks and outcomes, ensuring follow-through on commitments. Dependable: Consistently arrives on time, meets deadlines, and follows through on assigned tasks. Training Requirements
General safety training. Safety and compliance training, as well as any additional training required by customers. ISO 9001 and applicable processes and procedures. Customer service communication and conflict resolution training. ERP training (Epicor ERP or similar systems). Ongoing product and industry-specific knowledge training. Personal Protective Equipment (PPE)
Safety glasses, steel-toe shoes, and ear protection when in production or test areas. Gloves, goggles, shields, aprons, etc., as required for specific tasks. Hard hats (mandatory in certain environments, such as forge or steel forming applications). Safety vests, ear protection, and other PPE as required by specific customer or shop environments. Benefits Offered
Paid Time Off and Holidays 401(k) with Company Match Affordable Health (Client), Dental (Delta Dental), and Vision Plan (VSP) Health Savings Account with Employer Contribution Flexible Spending Account Employer Paid Life and Paid Short Term & Long Term Disability Insurance Optional Hospital, Critical Illness, and Accident Insurance Employee Assistance Program (EAP) Safety Shoe and Safety Glasses Reimbursement Tuition Assistance Reimbursement Program up to $5,000 per calendar year Milestone (Anniversary) Awards Community Involvement and Team Event Opportunities
As a leader in high-performance hydraulic solutions, The Company offers a collaborative environment where innovation, efficiency, and reliability drive every decision. We empower employees with ownership of their work and support ongoing growth through professional development and continuous improvement.
Located in Traverse City, MI, our company benefits from the vibrant community and beautiful surroundings of this charming city. With its stunning natural landscapes, thriving arts scene, and a strong sense of community, Traverse City offers an excellent quality of life for residents and visitors alike.
Benefits PEAK's benefit offerings available for our associates include medical, dental, vision, Flexible Spending Account (FSA), Dependent Care Savings Account (DCA), and 401K plan. PEAK believes that taking care of our team is essential for success and we are proud to provide benefits that enhance both your well-being and your future. Additionally, our associates may be eligible for Paid Sick Leave as required by Federal, State, or local laws.
Equal Opportunity Employer (EEO) PEAK Technical Staffing is committed to creating a diverse and inclusive environment and is proud to be an Equal Opportunity Employer. PEAK does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status, or any other characteristic protected by applicable law. All employment decisions are made based on qualifications, merit, and business need. We encourage all individuals to apply.
Candidate Privacy To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://peaktechnical.com/privacy-policy/ and https://peaktechnical.com/ca-residents-privacy-rights/
AI Recruiting Disclosure We use AI-assisted tools to help review applications and compare your experience to job requirements, but all hiring decisions are made by human recruiters. You may request a human-only process or opt out of automated communication at any time. Required notices and our latest bias audit are available on our website: www.peaktechnical.com/ai-disclosure.