Hydraulic Customer Service Experience Representative

BBB | Better Business Bureau•Chesterfield Township, MI

About The Position

Customer Support & Call Handling Serve as the primary point of contact for inbound customer calls. Manage and resolve non-sales questions related to orders, invoices, account status, shipping, and general administrative needs. Provide professional, timely, and accurate responses to customer inquiries. Redirect sales-related calls and quote requests to the Inside Sales team. Support sales call overflow during peak call times to maintain service levels. Internal Coordination & Issue Resolution Collaborate with Accounting, Operations, and Purchasing to resolve customer issues quickly. Track and follow up on customer requests until resolution, ensuring communication loops are closed. Escalate complex or urgent issues to the appropriate internal department. Customer Experience & Process Support Document customer interactions in the CRM. Identify patterns in customer concerns and communicate opportunities for improvement to the Customer Experience leadership team. Maintain a calm, solution-oriented approach when handling challenging situations. Key Performance Indicators (KPIs) Performance in this role will be measured through: Customer satisfaction scores (CSAT) Average response time to inbound calls First-call resolution rate Call handling efficiency Accuracy and quality of information provided Success in This Role Customers feel heard, supported, and satisfied. Calls are handled quickly and accurately. Sales calls reach the right team without delay. Internal departments receive clear, timely communication. Overall customer experience improves as a result of effective first-line support.

Requirements

1–3 years of customer service, call center, or administrative support experience (manufacturing or distribution experience preferred but not required).
Strong verbal communication skills and a customer-first mindset.
Ability to multitask and manage multiple inquiries simultaneously.
Strong relationship-building skills and the ability to collaborate across departments.
Proficiency with computers, CRM systems, and standard office software.
High level of attention to detail and follow-through.
Ability to remain composed and helpful in fast-paced or high-volume environments.
Friendly, patient, and professional demeanor.
Problem-solver with strong critical-thinking skills.
Team player with a willingness to step in as needed.
Reliable, organized, and committed to delivering an excellent customer experience.
Minimum experience 2-4 years of customer service experience, preferably in like industry.
High School Diploma
Ability to successfully use Microsoft Office

Responsibilities

Serve as the primary point of contact for inbound customer calls.
Manage and resolve non-sales questions related to orders, invoices, account status, shipping, and general administrative needs.
Provide professional, timely, and accurate responses to customer inquiries.
Redirect sales-related calls and quote requests to the Inside Sales team.
Support sales call overflow during peak call times to maintain service levels.
Collaborate with Accounting, Operations, and Purchasing to resolve customer issues quickly.
Track and follow up on customer requests until resolution, ensuring communication loops are closed.
Escalate complex or urgent issues to the appropriate internal department.
Document customer interactions in the CRM.
Identify patterns in customer concerns and communicate opportunities for improvement to the Customer Experience leadership team.
Maintain a calm, solution-oriented approach when handling challenging situations.