Job Summary
The Customer Service Representative II is responsible for receiving and processing customer orders, inquiries, and complaints. This role requires strong customer service skills to manage relationships with customers and sales staff, provide accurate product information, and resolve issues effectively. The representative uses advanced skills to handle a variety of tasks within the assigned functional area, working with minimal supervision to ensure customer satisfaction and maintain strong ongoing relationships with customers.
Key Responsibilities

• Order Processing & Customer Inquiries
• Receive and process routine customer orders, ensuring accuracy and timely delivery of products.
• Handle customer inquiries related to products, orders, delivery schedules, and general service.
• Provide customers with product availability information, answer queries, and provide recommendations when necessary.
• Communicate and coordinate with sales staff to resolve customer issues or provide additional product information.
• Customer Relationship Management
• Build and maintain ongoing relationships with customers, ensuring high levels of satisfaction and loyalty.
• Act as the point of contact for selected customers, addressing their needs and resolving issues promptly.
• Provide solutions to customer complaints, using conflict resolution and problem-solving techniques.
• Proactively follow up with customers to ensure satisfaction with products and services, maintaining positive customer engagement.
• Problem Resolution & Conflict Management
• Address customer complaints in a professional manner and work towards effective solutions that align with company policies.
• Handle escalated issues by applying advanced customer service skills, ensuring customer concerns are resolved in a timely and satisfactory manner.
• Actively troubleshoot problems, making decisions and offering creative solutions to resolve challenges as they arise.

Administrative & Reporting Duties

• Use CRM software and other systems to document interactions and manage customer accounts.
• Maintain accurate records of customer interactions, orders, feedback, and complaints.
• Assist in generating reports as needed for management review.
• Ensure that customer service data and information are entered correctly into company systems for tracking and reporting.

Collaboration & Teamwork

• Work both independently and as part of a team to meet departmental goals and deadlines.
• Collaborate with other departments (e.g., Sales, Logistics, and Inventory) to resolve customer issues and fulfill orders efficiently.
• Share knowledge with team members to improve customer service processes and team performance.

Location -
5800 W Grand River
Lansing
MI
USA
48906