Customer Service Representative
About the role
Guardian Industries is seeking a Customer Service Representative to join our Customer Service team in Auburn Hills, MI. This is an onsite role in our Auburn Hills office.
Responsibilities
- Maintain strong relationships with customers while ensuring their needs and expectations are met
- Partner cross-functionally with other departments to address and resolve customer inquiries, complaints, and issues
- Provide relevant information and recommendations to customers and Territory Sales Managers on products and product parameters
- Anticipate customer needs, identify potential issues, and develop solutions to improve service levels
- Troubleshoot and resolve customer service issues
- Oversee the processing of customer orders, manage changes and adjustments to ensure accurate and timely delivery
- Partner with the sales team to identify opportunities for improvement throughout the process
- Monitor customer satisfaction levels, key performance indicators, and service level agreements to ensure targets are met
- Address customer concerns and escalate where appropriate
- Log customer interactions, complaints, and resolutions into the CRM
Requirements
- Customer Service experience
- Experience adhering to service and delivery deadlines
- Experience managing competing priorities in a fast-paced environment
- Willingness to learn a second language
- Experience working in a CRM and ERP
Qualifications
- Bachelor’s Degree
- Experience working with Salesforce or INFOR M3
- Advanced analytical skills (prepare/analyze databases and spreadsheets to make business decisions and recommendations to leadership)
- Bilingual in English and either Spanish or Portuguese
Skills
- Customer Service experience
- Strong problem-solving and communication skills
- Ability to work independently and as part of a team
- Attention to detail and accuracy
- Ability to manage multiple tasks and meet deadlines
- Knowledge of CRM and ERP systems
Benefits
Our benefits plan includes medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region.
Pay
Compensation is commensurate with experience.
Schedule
The schedule is typically full-time.
Contact
If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.