Customer Service Representative - Industrial Distribution

SunSource•Farmington Hills, MI

2d•Onsite

About The Position

Electro-Matic, a SunSource company, has helped transform American industry by supplying automation components and solutions to leading U.S. manufacturers. Today, Electro-Matic continues to leverage the value of emerging technologies by developing practical applications for industrial, commercial, and retail markets. As a technology company, we help our customers enjoy the benefit of a supplier partner intently focused on delivering strong value-for-value relationships while turning innovation into value. www.electo-matic.com The Customer Service Representative provides high-quality support to both internal and external customers by leveraging a strong working knowledge of our ERP system and collaborating closely with sales, accounting, and operations teams. This role is critical to ensuring accurate order processing, responsive customer communication, and overall customer satisfaction.

Requirements

HS Diploma or equivalent
2+ years of relevant customer service experience in a professional or technical environment
Strong written and verbal communication skills
Excellent organizational, planning, and problem-solving abilities
High attention to detail with the ability to manage multiple priorities
Proficiency in Microsoft Office (Word, Excel, PowerPoint)
Working knowledge of ERP /CRM systems (required), experience with Epicor Prophet 21 (P21) is a great plus!
Ability to read and interpret procedures and product documentation
Strong interpersonal skills and ability to work effectively across departments

Nice To Haves

Associate or technical degree preferred
Customer service / inside sales experience within industrial distribution / manufacturing is preferred

Responsibilities

Process customer orders, order changes, and returns in accordance with established policies and procedures
Perform contract review and ensure compliance with customer requirements
Prepare customer quotations and apply appropriate pricing
Respond to customer inquiries related to pricing, product availability, order status, and general account information
Maintain accurate ERP data, including part numbers, pricing, and item descriptions
Proactively follow up on customer orders by coordinating and expediting materials to meet delivery requirements
Support rush orders with an understanding of accounts receivable, shipping requirements, and supplier cutoff times
Understand and apply pricing matrices for assigned customer accounts
Identify materials eligible for return and independently research credit opportunities
Collaborate with outside sales representatives to resolve customer challenges and meet delivery expectations
Partner with Accounting to resolve disputed sales orders
Complete assigned departmental projects and process improvement initiatives