Customer Service Representative

CHERVON NORTH AMERICA INC • Grand Rapids, MI

7d • Onsite

About The Position

The Customer Service Representative (B2B & B2C Support) will report directly to our Customer Services Team Lead. The focus of a Customer Service Representative is to provide support to customer inquiries based on knowledge about our products. Our Customer Service Representatives must have the ability to provide an outstanding positive customer support experience to those who contact Chervon.

Requirements

• High school diploma or equivalent required; associate degree or technical certification preferred.
• 2+ years of customer service experience.
• Strong communication and problem-solving skills with a focus on customer satisfaction.
• Experience using CRM and ERP systems (such as Salesforce, OMS, or similar).
• Proficient in Microsoft Office applications (Excel, Word, Outlook).
• Detail-oriented with strong organizational skills and the ability to manage multiple priorities in high call volume setting.
• Comfortable working in both dealer-facing (B2B) and consumer-facing (B2C) environments.
• Team player who can adapt to changing priorities and maintain a positive, professional attitude.
• Willing to take initiative, ask questions, and suggest process improvements.
• Ability to work effectively in high-stress situations and meet deadlines.
• Strong collaboration skills with the ability to work well in a team environment.
• Availability to work night and weekend hours if needed.
• Flexibility to adjust work schedule on a week-by-week basis when required.

Responsibilities

• Respond to incoming customer inquiries, including but not limited to: Technical Support: Provide Level 1 troubleshooting and guidance for equipment, including general diagnostics and basic repair support.
• Warranty Claims: Assist with claim submissions, warranty status updates, and resolution coordination between dealers, service centers, and internal teams.
• Parts Support: Manage parts orders and returns, process credit memos, and support parts identification, pricing or availability questions.
• Service Portal Assistance: Provide training and navigation support for the dealer/service technical portal.
• Product Information: Answer general questions about product operation, maintenance, and specifications.
• Coordinate transportation for product returns from both dealers and consumers.
• Support order processing activities for both business and consumer customers
• Promoting products or accessories when appropriate (no sales quota).
• Accurately document all customer interactions, registrations, orders, and case details in the CRM system.
• Partner with Technical Service, Warranty, Sales, and Logistics teams to ensure timely communication and resolution of customer needs.
• UAT assistance for system development.
• Priority of B2B business needs, but provides backup coverage across B2C support queues to maintain service level goals.

Benefits

• health, dental, vision, short/long-term disability, life insurance, parental leave, a generous 401(k) match, and an open PTO program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED