Inbound Customer Service

About the role

This role is responsible for delivering an exceptional customer experience across all Baudville Brands by handling inbound customer calls with accuracy, efficiency, and professionalism. The position focuses on answering product and order inquiries, entering and managing quotes and orders, resolving issues, and supporting sales objectives such as conversion, upselling, and average order value. The individual in this role will follow established call flows, policies, and procedures while maintaining detailed documentation of customer interactions. Success requires strong problem-solving skills, attention to detail, and the ability to build positive working relationships with customers and internal team members. This role also provides opportunities to support broader sales and sales support functions as business needs require.

Responsibilities

• Resolve all inbound customer inquiries promptly to completion.
• Demonstrate strong customer focus and commitment to quality.
• Follow all policies and procedures to ensure accuracy and consistency.
• Problem-solve and handle escalated issues appropriately.
• Achieve minimum expectations for upselling, average order value, and call conversion.
• Able to meet and exceed all monitoring criteria and utilize feedback for further development.
• Able to meet all department objectives and metrics for call handling.
• Perform any sales support functions as needed.
• Obtain specific information and keep records of all customer communication in the NetSuite note fields.
• Have knowledge of any and all brands and product lines to be able to efficiently and effectively communicate options and appropriate products to customers.
• Establish and maintain working relationships with team members and those contacted within the course of the work day.
• Support company, team and individual goals.
• Support all areas within the sales suite as needed.
• Understand and carry out instructions and duties as assigned by leadership.

Requirements

• High School Diploma or equivalent.
• 0-2 years business-to-business sales or equivalent experience desired. (Level I)
• 2-5 years of business-to-business sales or equivalent experience desired. (Level II)
• The position is mainly sedentary. Must be able to work in an office environment. Requires attentiveness and computer operation for prolonged periods.

Benefits

• Performance-based compensation commensurate with experience including annual salary and discretionary bonus.
• Stability of a privately held, employee focused business with 41+ years of rich and diverse history.
• Medical, Dental, Vision, Life, Long-Term Disability, and Short-Term Disability.
• Company sponsored 401K with vested match.
• Tuition Reimbursement.
• Paid Parental Leave.

Schedule

The position is mainly sedentary. Must be able to work in an office environment. Requires attentiveness and computer operation for prolonged periods.

Pay

Performance-based compensation commensurate with experience including annual salary and discretionary bonus.

Company Information

• West Michigan’s 101 Best and Brightest Companies to Work for 18 times
• National Best & Brightest winner for 13 consecutive years
• 101 Best & Brightest in Wellness winner 12 times
• 7-time Great Place to Work Certified™.

Equal Opportunity Employer

Baudville Brands is an Equal Opportunity Employer and does not discriminate on the basis of age, gender, race, religion, color, national origin, marital status, genetic information, height, weight, sexual orientation, gender identity, veteran status, disability or any other protected characteristic.

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