Customer Service Specialist

HexArmor•Grand Rapids, MI

About The Position

HexArmor® is a leader in developing some of the most advanced PPE solutions for your eyes, hands, arms, and body. At HexArmor®, we believe safety is not a luxury – it’s a necessity. Since day one, we have worked hand-in-hand with our customers to design innovative, high performance PPE that helps ensure workers return home in the same condition they arrived. Our mission is to provide the protection that makes this possible, for every worker, everywhere. We are seeking a highly motivated Customer Service Specialist to join our growing team of professionals at HexArmor. The Customer Service Specialist candidate would possess strong organizational skills, multi-tasking capabilities, and accuracy, as well as an impeccable attention to detail. This person also must have exceptional phone etiquette and presence. The ideal candidate will have 2 years of general office experience with a focus on order processing and customer service; wholesale distribution business familiarity is preferred.

Requirements

2 years of relevant experience
Microsoft Office Suite
Excellent verbal and written communication skills
Professional & courteous phone etiquette
Ability to succeed in a fast-paced environment
Able to prioritize and multi-task
Strong Customer Service experience is preferred

Nice To Haves

SAP Business One knowledge is desired but not required
Wholesale distribution business familiarity is preferred

Responsibilities

Enter customer and purchase information into ERP, verify accuracy
Coordinate with sales, manufacturing, shipping and customers to ensure terms and delivery information is correct
Provide customer service, keeping customers informed about the ordering process
Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals
Record information, update paperwork, or maintain documents, such as sales orders, return authorizations, invoices, etc.
Communicate daily with sales, operations and warehouse departments
Ensure all orders are shipped in a timely manner to meet internal service levels
Ensure all invoices are sent to customers within 24 hours of shipment
Cooperate and interact with various departments to resolve customer service issues
Communicate with warehouse personnel regarding shipping/routing guide presented by customers
Resolve customer inquiries and concerns professionally
Communicate pricing and availability to customers, provide quotes as needed
Manage EDI orders
Enter and Invoice orders from customer portals
Work with freight carriers to set up shipments, file claims for lost or damaged shipments
Quote freight rates, provide estimates to customers or internal employees
Generate international shipping documents including, proforma invoice, shippers letter of instruction, bill of lading, commercial invoice, packing list, certificate of origin
Communicate customer incoterms and process orders to align with contracts
Coordinate with brokers, freight forwarders, and other third parties to arrange shipments of goods between countries
Prepare documentation, update files, file AES, and send documents to overseas offices for approval