Customer Service Representative
Contract Type:
Permanent
Location:
Muskegon, MI
Industry:
Professional
Pay Rate:
Job Number:
64715689
Posted:
06-Nov-2026
Job Title: Customer Service Representative Reports to: Customer Service Manager
Department: Customer Service Direct reports: None
FLSA Status: Full time, Exempt
Position Summary:
The Customer Service Representative is the customer's main point of contact, from first inquiry through delivery. The role answers customer questions, enters and manages orders, coordinates quoting activity, keeps customers informed and resolves issues so each customer gets the right product, on time, with a great experience.
Key responsibilities
Customer inquiries and quoting
Serve as the primary contact for customers and dealers by phone, email and in person, responding to inquiries promptly.
Provide quotes, pricing, lead times and product information, working with sales and engineering on non-standard requests.
Answer questions on order status, delivery dates and product use.
Order management
Enter, verify and confirm orders in the ERP system, checking specifications, pricing and ship dates for accuracy.
Process order changes and confirm price and schedule impact with sales, manufacturing and the customer before work proceeds.
Coordinate with purchasing, manufacturing and shipping to keep orders on schedule and give customers early notice of any delays.
Coordinate delivery schedules with shipping, carriers and dealers.
Issue resolution
Manage customer expectations and resolve issues as they arise.
Handle returns, warranty claims and freight damage claims through resolution.
Work with finance on invoicing, credits and customer account questions.
Improvement
Keep customer records, order files and customer service procedures accurate and up to date.
Capture customer feedback and share it with sales and operations to improve the overall customer experience.
Qualifications
High school diploma required; associate's or bachelor's degree in business or a related field preferred.
2+ years of customer service or order entry experience, preferably in a manufacturing environment.
Proven ability to manage many orders and requests at once, accurately and on time.
Experience working directly with customers to manage expectations, schedules and changes.
Proficient with Excel, Word and Outlook.
Excellent communicator via email, on the phone or Teams.
Experience with ERP systems preferred.
Ability to read basic drawings and product specifications preferred.
Core competencies
Customer focus: builds trust with customers, keeps them informed and handles problems calmly and promptly.
Problem solving: gets to the root of customer issues and finds practical fixes quickly.
Teamwork: works well with sales, manufacturing and shipping to get answers and keep orders moving.
Attention to detail: catches errors in orders, specifications and drawings before they reach the plant floor.
Organization: juggles many orders and requests at once without letting anything slip.
Attitude: Be positive and collaborative.
Clear communication: writes concise status updates and handles difficult conversations professionally.
Follow-through: owns commitments and closes loops without being chased.
Physical Demands & Work Environment:
The characteristics described below are representative of those encountered while performing the essential functions of this position. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
Physical Demands: While performing duties of this job, would occasionally be required to stand, walk, sit, reach with hands and arms, climb or balance, stoop or kneel, talk and hear, and use fingers and hands to feel objects, tools or controls. Work might entail significant time spent standing, exposure to extreme temperatures, enduring distracting/uncomfortable sounds and noise levels, as well as exposure to potentially hazardous conditions and equipment. Must occasionally lift and/or move up to 40 pounds. Employee may be required to climb stairs as needed to access various areas of the building. Specific vision abilities required include close vision, distance vision, depth perceptions, and the ability to adjust focus. Overtime may be necessary as work load’s dictate. This may include weekdays, weekends and/or holidays.
Work Environments: Job requires dealing calmly and effectively with high stress situations. Employees may be subject to random drug and alcohol testing, pre-employment physical and background checks.
