Customer Service Rep - Grand Rapids, Michigan

Xceed Foodservice Group•Grand Rapids, MI

3d•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. It is an in-office, full-time role in Grand Rapids, Michigan, with a Monday-to-Friday schedule from 8 a.m. to 5 p.m. The position is non-exempt and hourly, with compensation dependent on experience (DOE). The representative manages order confirmations, reconciliation and invoicing, troubleshooting and follow-up, product documentation, data entry, customer records, and communications from manufacturers. The role also includes general administrative duties, customer relationship support, and backing up peers during absences. It requires accuracy, attention to detail, customer service, communication, problem-solving, adaptability, and the ability to work with supervisor guidance as well as independently.

Requirements

High school diploma, GED, or high school equivalence certificate required.
Strong verbal and written communication skills and knowledge of English grammar, spelling, punctuation, and usage.
Knowledge of customer service principles and processes, including assessing customer needs, meeting service quality standards, and evaluating customer satisfaction.
Knowledge of administrative and clerical procedures and systems, including Microsoft Windows, file and records management, form design, and office procedures.
Microsoft Excel skills for calculations and monthly reconciliation data entry.
Ability to use logic and reasoning to identify problems, evaluate solutions, and implement resolutions.
Active listening, speaking, and writing skills appropriate to the audience and situation.
Ability to manage time, meet deadlines, and adapt to changing daily needs.
Ability to work with supervisor guidance and independently.
Ability to work with others through coordination, negotiation, relationship building, and conflict resolution.
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.
Experience with the GENWEB/AFS database.
Experience with Microsoft Teams, Zoom, or other network conferencing software.
Proficiency with Microsoft Windows, Outlook, Word, and Excel.

Responsibilities

Place orders in the database and send confirmations.
Reconcile and invoice orders.
Troubleshoot shortages and other issues, and follow up until they are resolved.
Supply nutritional information, specification sheets, and new item forms.
Perform calculations and data entry for monthly reconciliation, using strong attention to detail and Microsoft Excel skills.
Assist with bids for schools, cruise lines, and similar customers as needed.
Provide distributors with updates, notices, and price lists sent by manufacturers.
Maintain records of customer interactions and transactions, including inquiries, complaints, comments, and actions taken.
Check that appropriate changes have been made to resolve customer problems.
Communicate with customers by telephone or in person to provide product or service information, enter orders, service accounts, and resolve issues.
Build working relationships that support and strengthen the sales reputation.
Perform general administrative tasks such as filing, copying, faxing, and answering phones.
Back up peers during vacations and other absences.
Work with external customers and internal teams, meeting deadlines and maintaining accurate records.