Customer Experience Rep

The Duravent Group is a recognized global technology leader in the HVAC industry, first-to-market with innovations in venting systems. Founded in 1956, our $500 million+ company is headquartered in Detroit, Michigan, and has 15 locations across Canada, Mexico, and the United States. Duravent leads with best-in-class design and manufacturing capabilities, world-class distribution networks, and customer-first service and support. We ensure quality and drive safety through scientifically proven materials and unequaled engineering. Duravent acquired Grand Rapids-based Hart & Cooley in 2021, bringing a legacy of quality, robust manufacturing and distribution capabilities, and a suite of trusted brands into the Duravent family.

About the role

This is a remote-based role residing within a commutable distance to our Grand Rapids, Michigan office.

Responsibilities

• Enter and manage customer orders of varying complexity, ensuring accuracy, timeliness, and adherence to customer-specific requirements, as well as Duravent policies.
• Coordinate and manage custom project opportunities, including quoting and order execution using technical drawings, specifications, and construction submittals.
• Provide pricing, product availability, and lead-time information to customers and distributors via phone and email.
• Investigate and process credits, returns, complaints, and customer escalations while maintaining a high level of customer satisfaction.
• Navigate pricing changes, customer-specific agreements, and program requirements to ensure accurate orders.
• Develop expertise across multiple product brands and continually learn new products, systems, and processes to support customer needs.
• Collaborate closely with Sales, Manufacturing, Logistics, Product Management, Engineering, and other internal departments to resolve issues and drive successful outcomes.
• Act as a customer advocate by identifying solutions, proactively communicating updates, and ensuring a positive customer experience throughout the order lifecycle.
• Manage multiple priorities in a fast-paced environment while maintaining attention to detail and meeting customer expectations.
• Foster a positive, collaborative team environment by building strong relationships across departments and contributing to the success of the Customer Experience team.

Requirements

• High school diploma or GED required with 5 years in a customer service role.
• Proficiency with Microsoft Office Suite, including Word, Excel, and Outlook. Experience with pivot tables and V-lookups a plus.
• Experience in an ERP, especially Oracle and/or SAP.
• Current U.S. work authorization without requiring future visa sponsorship.

Benefits

• 401(K) with match
• Thirteen Paid Holidays
• Paid Vacation
• Paid Personal Time Off
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Long Term Disability Insurance
• Short Term Disability Insurance (variable per state)
• Life Insurance
• Flexible Spending Accounts
• Employee Assistance Plan