Customer Service Representative

Sterling Technologies Inc.•Wixom, MI

13d•Onsite

About The Position

The Customer Service Representative at Sterling Technologies serves as the primary point of contact for customers throughout the entire order lifecycle. This role is responsible for processing customer orders accurately and efficiently, managing inbound and outbound communications across multiple channels, and ensuring seamless operational follow-up to resolve issues, confirm deliveries, and maintain high levels of customer satisfaction. The ideal candidate is detail-oriented, proactive, and thrives in a fast-paced technology-driven environment.

Requirements

High school diploma or equivalent; Associate's or Bachelor's degree preferred
5+ years of customer service experience in a manufacturing environment
Proficiency with ERP systems and CRM platforms
Strong written and verbal communication skills with a professional and customer-focused demeanor
Demonstrated ability to multitask, prioritize workload, and meet deadlines in a high-volume environment
High attention to detail with strong data entry accuracy
Proficiency in Microsoft Office Suite (Word, Excel, Outlook). Able to perform analysis in Excel- formulas, pivots, etc.

Nice To Haves

Experience with B2B customer service in a technology products or electronics environment
Familiarity with logistics, freight, and supply chain operations
Experience processing import/export orders or working with international customers
Bilingual skills (English/Spanish) are a plus

Responsibilities

Receive, enter, and process customer purchase orders accurately in the company ERP/order management system
Verify order details including product specifications, pricing, quantities, and shipping requirements
Coordinate with sales, warehouse, and logistics teams to confirm order availability and delivery timelines
Issue order acknowledgments, confirmations, and invoices to customers in a timely manner
Monitor open orders and proactively communicate status updates or delays to customers
Process order changes, cancellations, and returns (RMAs) in accordance with company policy
Maintain accurate and complete order records and documentation
Respond promptly and professionally to customer inquiries via phone, email, and online portals
Provide product information, pricing, availability, and lead time guidance to customers
Serve as the internal advocate for the customer, escalating issues to appropriate departments when needed
Build and maintain strong customer relationships through consistent, courteous, and knowledgeable service
Communicate shipping tracking information and expected delivery dates proactively
Prepare and distribute customer-facing communications including announcements, service updates, and correspondence
Document all customer interactions in the CRM system for accurate account history
Conduct post-order follow-up to confirm customer receipt, satisfaction, and resolution of any open issues
Collaborate with internal departments (shipping, production, accounting) to resolve order discrepancies and delays
Track and manage open service tickets, complaints, and escalations through to resolution
Identify recurring customer issues and escalate trends to management for process improvement
Assist with billing inquiries, invoice disputes, and credit/debit adjustments in coordination with accounting
Support the collection of customer feedback and Net Promoter Score (NPS) data
Contribute to daily and weekly operational reporting on order status, backlog, and customer satisfaction metrics