Job Description

At Kelly® Science, Engineering, Technology & Telecom (SETT), we’re passionate about helping you find a job that works for you. We’re hiring a Customer Support Representative I for a full-time opportunity in Norton Shores, Michigan . With us, it’s all about finding the job that’s just right.

Customer Support Representative I

Norton Shores, Michigan

Onsite M-F 8am-5pm

The Frontline Customer Service Team manages the customer experience. Tasks include customer service, quoting, order entry, logistics, and sales order prioritization. Daily and weekly reporting is required to monitor the health of the business. As a CSR your responsibilities include:

Responsibilities:

• Working within a group inbox to provide timely responses to customer orders, RFQ’s and all other inquiries.
• Professional communication with customers, both internal and external, via phone and email.
• Prioritizing customer response by level of urgency.
• Checking inventory daily for incoming repair parts and owed cores from customers.
• Checking Open Order, E-stock, RMA, Core and Add Bill reports daily to ensure parts are processing properly through every step.
• Researching and requesting additional information as necessary from customer, SAP (order entry/MRP system) or digital/physical files.
• Customer Core Management: Enter repair management orders, track, monitor, and send repair status updates, issue repair quotes, and facilitate the return of customer’s part to the customer or provide an exchange unit.
• Front to back order entry, processing, and final delivery to end customer.
• Coordinating with Lead, Supervisor, Manager and Client on daily escalations, as required.
• Coordinate with Vendor Representatives and Inventory Planners for part repairs and purchases.

Qualifications:

• Excellent verbal and written communication skills.
• Must have strong attention to detail and exhibit excellent organizational skills.
• Ability to work under deadlines in a fast-paced work environment.
• Strong customer service background required in an industry that moves parts.
• Strong Microsoft Excel background required.
• Computer literacy required in Microsoft Office Suite, experience in CRM and SAP is a plus.
• Logistics or Inventory Management experience preferred.
• High school diploma is required; Bachelor’s degree is preferred.

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