Exotic Automation & Supply
Technical Customer Service Representative
Exotic Automation & Supply, Hudson, Michigan, United States, 49247
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.
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.