Customer Service Specialist

Customer Service Specialist

Grand Rapids, Michigan, United States

HexArmor® is a leader in providing 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 deliver innovative and effective PPE solutions to keep workers safe so that they go home at night in the same condition that he or she went to work. Our mission is to provide the products that help make this a reality, for every worker, everywhere.

Job Duties & 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

Education and Experience

• High school diploma, Bachelor's degree preferred

Qualifications Required:

• 2 years of relevant experience Microsoft Office Suite
• SAP Business One knowledge is desired but not required
• 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

HexArmor is proud to be an Equal Opportunity Employer. We are committed to creating a workplace where all individuals are treated with dignity and respect. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable law.

At HexArmor, we believe diversity in people and ideas makes us stronger. We are committed to attracting and retaining a diverse employee workforce honoring people's experiences, perspectives, and cultural backgrounds. As one HexArmor community, we strive to create and maintain a working environment that is welcoming, inclusive, and impartial.

If you require a reasonable accommodation during the application or interview process, please let us know.

Employment offers are contingent upon an E-Verify check and the successful completion of a pre-employment drug screen and background check.