Customer Service Representative II - HDT

Flexfab • Hastings, MI

5d • Onsite

About The Position

The Customer Service Representative II (CSR II) provides high‑quality customer support by managing daily customer interactions, resolving moderately complex issues, and supporting order processing and account inquiries. This role requires a solid understanding of products, systems, and procedures and serves an experienced individual contributor, operating with limited supervision. The CSR II role is a progression from entry‑level customer service and serves as a feeder role to Senior Customer Service Representative. Essential Duties and Responsibilities · Serve as a primary point of contact for customers via phone, email, and other communication channels · Process customer orders and adjustments accurately and timely · Respond to inquiries regarding products, pricing, availability, and order status · Resolve customer concerns and moderately complex issues; escalate more complex matters as appropriate · Maintain accurate customer and order records in Flexfab’s systems · Coordinate with internal departments (Sales, Operations, Shipping, Engineering, Accounting) to resolve issues and ensure customer satisfaction · Proactively identify opportunities to improve customer experience and internal processes · Support onboarding and informal training of Customer Service Representative and team members · Ensure compliance with company policies, procedures, and service standards Success Measures · Demonstrates a high level of accuracy and timeliness in order entry, forecasting support, and customer documentation. · Effectively resolves customer issues of moderate complexity, contributing to increased customer satisfaction and reduced escalations. · Contributes to departmental efficiency by identifying improvement opportunities, sharing best practices, and providing informal support to team members. · Collaborates effectively across functions to support alignment with production, shipping, planning, engineering, and sales teams. · Receives positive feedback from customers, internal stakeholders, and cross‑functional partners for service quality and professionalism. · Demonstrates ownership and accountability for complex customer accounts and advanced service requests within assigned scope.

Requirements

• High school diploma or equivalent required
• 2+ years of customer service experience, preferably in a manufacturing, distribution, or B2B environment
• Experience with order entry, customer accounts, and internal systems preferred

Nice To Haves

• Associate’s degree or relevant coursework preferred

Responsibilities

• Serve as a primary point of contact for customers via phone, email, and other communication channels
• Process customer orders and adjustments accurately and timely
• Respond to inquiries regarding products, pricing, availability, and order status
• Resolve customer concerns and moderately complex issues; escalate more complex matters as appropriate
• Maintain accurate customer and order records in Flexfab’s systems
• Coordinate with internal departments (Sales, Operations, Shipping, Engineering, Accounting) to resolve issues and ensure customer satisfaction
• Proactively identify opportunities to improve customer experience and internal processes
• Support onboarding and informal training of Customer Service Representative and team members
• Ensure compliance with company policies, procedures, and service standards

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees