Customer Service Representative

Grand Rapids, MI

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• Direct the day-to-day work of customer service representatives and third-party support partners, fostering accountability and strong service results.
• Oversee inbound service activity across multiple queues, adjusting priorities and resources to maintain timely response levels.
• Resolve complex customer concerns with professionalism, including issues that require escalation beyond the frontline team.
• Provide ongoing coaching through team huddles, one-on-one meetings, and formal feedback discussions to improve performance and consistency.
• Track service metrics and queue performance, using data to identify trends and support achievement of service targets.
• Contribute to onboarding and continuous training efforts covering products, procedures, and customer interaction standards.
• Help document and refine department processes, including standard operating procedures and other service workflows.
• Support operational tasks such as returns coordination, warranty claim administration, order review activities, and product liability case follow-up.
• Partner with cross-functional teams on projects, website listing updates, service partner system training, and departmental reporting needs.

Holland, MI

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• Process customer orders accurately and ensure all relevant details are entered and updated in a timely manner.
• Serve as a key point of contact for customer inquiries, providing responsive support and clear follow-up on order status, product information, and service needs.
• Cook up with sales, operations, and other internal departments to resolve issues and keep customer requests moving forward efficiently.
• Review documentation and transaction records to confirm completeness, accuracy, and alignment with company procedures.
• Track open orders and related activities, escalating concerns when timelines, inventory, or customer expectations may be affected.
• Prepare routine reports, summaries, and administrative materials that help support sales activity and operational planning.
• Maintain organized records and contribute to process improvements that enhance service quality and day-to-day workflow efficiency.