What are the responsibilities and job description for the Customer Service Specialist position at Knape and Vogt Manufacturing Company?
Do you have great customer service experience and are looking for a new opportunity? Knape & Vogt is looking for a Customer Service Specialist to join out industry leading team! Enjoy excellent pay and incentives at a company where you will be recognized and rewarded!
Company Overview:
Knape & Vogt Manufacturing Company is a 125-year-old company based in Grand Rapids. We are a global leader specializing in the design, manufacture and distribution of functional hardware, office and healthcare ergonomics and storage-related components for original equipment manufacturers, specialty distributors, hardware chains and major home centers.
Whats In It For You?
- Benefits including Medical/Dental/Vision plus many more starting Day 1
- Competitive Pay
- Generous Paid Time Off
- 11 Paid Holidays
- 401K with Company Match
- Tuition Reimbursement
- Employee Discount Programs
- Bonus and Merit opportunities
What Will You Get To Do:
- Address all incoming calls, voicemails and emails received by Customer Service team in a timely and professional manner. This includes, but is not limited to order inquiries, change orders, returns, credits, lead time requests, freight quotes, delivery changes and customer complaints
- Follow up on all orders with issues or discrepancies to resolve issues in a timely manner as follows:
- Communication to customers and/or sales team to resolve discrepancies on new Purchase Orders and finalize order once resolution is determined
- Communication of all delayed/missed shipment information to customers and sales team.
- Responsible to protecting KVs interest in customer service level agreements (SLAs)
- Project and/or Key Account coordination as assigned
- Manage all daily work through Salesforce cases
- Submit order/delivery correction requests in the form of credits and returns
- Processing of Prototype Sample Orders (PSO)
- Processing Engineering Change Orders (ECO)
- Other duties as assigned, including order entry support as needed
What Will You Bring:
- Experience in Customer Service or related field
- High School diploma or GED
- Intermediate skills in MS Word and Excel, with working knowledge of ERP systems, order management systems, Salesforce and EDI
- Ability to handle multiple priorities efficiently and effectively
- Ability to communicate effectively across a diverse customer-base; good verbal and written communication skills and good interpersonal skills with ability to deal with individuals at all levels, both inside and outside the organization
