Inbound Customer Service

Baudville Brands • Grand Rapids, MI

9h • Onsite

About The Position

This role is responsible for delivering an exceptional customer experience across all Baudville Brands by handling inbound customer calls with accuracy, efficiency, and professionalism. The position focuses on answering product and order inquiries, entering and managing quotes and orders, resolving issues, and supporting sales objectives such as conversion, upselling, and average order value. The individual in this role will follow established call flows, policies, and procedures while maintaining detailed documentation of customer interactions. Success requires strong problem‑solving skills, attention to detail, and the ability to build positive working relationships with customers and internal team members. This role also provides opportunities to support broader sales and sales support functions as business needs require.

Requirements

• High School Diploma or equivalent
• 0-2 years business-to-business sales or equivalent experience desired. (Level I)
• 2-5 years of business-to-business sales or equivalent experience desired. (Level II)
• Must be able to work in an office environment.
• Requires attentiveness and computer operation for prolonged periods.

Nice To Haves

• Proven ability to be detail-oriented
• Highly motivated and professional with excellent communication skills, highly confident and goal-oriented.
• Strong computer skills and proficiency in Excel and Word, as well as the ability to display competency in our company software and products.
• Well-developed sales and customer service skills, such as strong follow-through skills and attention to detail.

Responsibilities

• Resolve all inbound customer inquiries promptly to completion.
• Demonstrate strong customer focus and commitment to quality.
• Follow all policies and procedures to ensure accuracy and consistency.
• Problem-solve and handle escalated issues appropriately.
• Achieve minimum expectations for upselling, average order value, and call conversion.
• Ability to meet and exceed all monitoring criteria and utilize feedback for further development.
• Ability to meet all department objectives and metrics for call handling.
• Perform any sales support functions as needed.
• Obtain specific information and keep records of all customer communication in the NetSuite note fields.
• Have knowledge of any and all brands and product lines to be able to efficiently and effectively communicate options and appropriate products to customers.
• Establish and maintain working relationships with team members and those contacted within the course of the work day.
• Support company, team and individual goals.
• Support all areas within the sales suite as needed.
• Understand and carry out instructions and duties as assigned by leadership.
• Resolve more complex customer issues (Level II).
• Responsible for the overall maintenance and fulfillment of specialized job functions/channels (Level II).
• Efficiently and professionally assist other departments in cross-functional support, as needed (Level II).
• Demonstrate heightened mentorship and training skills for the development of team members (Level II).

Benefits

• Performance-based compensation commensurate with experience including annual salary and discretionary bonus
• Medical, Dental, Vision, Life, Long-Term Disability, and Short-Term Disability
• Company sponsored 401K with vested match
• Tuition Reimbursement
• Paid Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees