Customer Service II

Gibraltar•Zeeland, MI

5d•Onsite

About The Position

At Gibraltar, we offer a relaxed, stable work environment, 100% employer-paid health insurance, and profit sharing. Yes – you read that right – 100% employer-paid health insurance! That means more money in your pocket. So, if you are looking for a company that values its employees and takes very good care of them, look no further. We are looking for a Customer Service II to provide product and service information, track orders, and resolve product and service problems for our customers. In this role, you will field customer inquiries and questions about pricing, lead times, and freight quotes. We are looking for someone who enjoys helping, is detail-oriented, and is knowledgeable about the furniture industry, specifically, table bases.

Requirements

3 years of experience in a similar Customer Service environment
Understanding order processes from entry to the actual delivery of the product or service
High School Diploma or Equivalent
Ability to be a good listener to identify customer needs and problems accurately
Strong problem-solving skills
Strong computer skills, including proficiency with Microsoft Office Suite; having worked with a CRM or ERP is a plus
Self-starter and able to multitask
Organized and detail-oriented
Excellent written and verbal communication skills
Able to work with minimum supervision
Able to effectively present information and respond to questions
Able to read and comprehend written and oral instructions
Strong communication and interpersonal skills

Nice To Haves

Knowledgeable about the furniture industry, specifically, table bases
Familiarity with reading blueprints is a plus

Responsibilities

Respond to customer inquiries via phone and e-mail, including pricing, lead times, and freight estimates
Provide product recommendations to customers as needed; special applications should be given to the supervisor
Receive customer complaints and see through the resolution – collaborating with the supervisor as necessary
Process & acknowledge customer orders
Work with the Shipping Department, communicate with customers regarding shipments, bills of lading, rate changes, etc.
Evaluate orders and customer requests to ensure any inconsistencies/errors are corrected
Order tracking and updates
Contacting customers to complete missing or inaccurate information on Purchase Orders.
Satisfy the daily requirements for specific OEM customers as necessary
Follow communication procedures, guidelines, and policies