Customer Service Rep - Grand Rapids, Michigan

Xceed Foodservice Group•Grand Rapids, MI

2d•Onsite

About The Position

The Customer Service Rep serves as a liaison between manufacturers and distributors or end customers. The role provides information about products and services, places and invoices orders, and handles and resolves complaints. This is a full-time, non-exempt, in-office position in Grand Rapids, Michigan, scheduled Monday through Friday from 8 a.m. to 5 p.m. The hourly rate is determined by experience (DOE). The position requires customer service, communication, clerical, and administrative skills. The employee works with external customers and internal teams, follows issues through resolution, maintains accurate records, and balances structured and unstructured work while meeting deadlines. The role involves telephone and face-to-face customer contact, written correspondence, and occasional contact with unpleasant or angry people. The employee may occasionally need to lift up to 50 pounds and twist, bend, or lift.

Requirements

High school diploma, GED, or equivalent required.
Strong verbal and written communication skills.
Knowledge of customer service principles and processes, including assessing customer needs, meeting service quality standards, and evaluating customer satisfaction.
Knowledge of English structure and content, including vocabulary, spelling, punctuation, and grammar.
Knowledge of administrative and clerical procedures and systems, including managing files and records, designing forms, and office procedures and terminology.
Microsoft Excel skills for calculations, data entry, and monthly reconciliation.
Ability to use GENWEB/AFS database data-entry software.
Ability to use Microsoft Windows and general office software, including Outlook, Word, and Excel.
Ability to use Microsoft Teams, Zoom, or other network-conferencing software.
Active listening, problem-solving, critical thinking, mathematics, monitoring, and time-management skills.
Ability to manage deadlines, maintain accuracy and attention to detail, and perform repetitive tasks as well as structured and unstructured work.
Ability to build relationships, provide service, coordinate and collaborate with others, adapt to change, negotiate, and resolve conflicts.
Ability to work with supervisor guidance and independently.
Ability to lift up to 50 pounds and occasionally twist, bend, and lift.
Customer service experience: 3 years preferred.

Nice To Haves

Associate degree or commensurate experience, preferably in a foodservice customer service role.
Three years of customer service experience.

Responsibilities

Place orders in the database and provide confirmations.
Reconcile and invoice orders.
Troubleshoot shortages and other issues, and follow them through resolution.
Supply nutritionals, specification sheets, and new-item forms.
Perform calculations and data entry for monthly reconciliation, requiring strong attention to detail.
Assist with bids for schools, cruise lines, and other customers as needed.
Send distributors manufacturer-provided updates, notices, and price lists.
Record customer interactions and transactions, including inquiries, complaints, comments, and actions taken.
Check that appropriate changes were made to resolve customer problems.
Contact customers by telephone or in person to provide product or service information, take or enter orders, service accounts, and resolve issues.
Build working relationships that support and strengthen the sales reputation.
Perform general administrative tasks, including filing, copying, faxing, and answering phones.
Back up peers during vacations and other absences.
Adapt to daily company needs, work with supervisor guidance or independently, and coordinate with colleagues and customers.