Job Description
Job Description
The customer service position is responsible for providing a high level of customer service while coordinating procurement and logistics activities to ensure a smooth and reliable supply of products supporting the company’s sales operations. This role requires an energetic, proactive self-starter who can effectively manage customer interactions, process and track orders, and coordinate with factories and internal teams to meet delivery commitments.
The Customer Service professional serves as a key point of contact for customers by understanding their needs, providing product information, and responding to questions or concerns through phone, email, and other communication channels. The role also supports procurement and materials management functions by coordinating product supply, monitoring order status, expediting shipments when necessary, and ensuring accurate communication between customers, sales, management, and factories.
By maintaining clear communication and strong coordination across all parties, this position helps ensure timely order fulfillment, accurate information flow, and a consistent supply of products to support the company’s overall business objectives.
MAJOR RESPONSIBILITIES
Major responsibilities include but are not limited to the following:
1. Procure goods from overseas affiliates to support company sales and operational requirements.
2. Monitor, control, and expedite the delivery of procured goods to ensure timely receipt.
3. Assist with monthly procurement forecasting, budgeting, and material planning activities.
4. Maintain accurate records related to inventory levels, order status, and the movement of goods.
5. Monitor and maintain appropriate stock levels while minimizing dead stock and slow-moving inventory.
6. Process and manage documentation related to product shipments to ensure timely, and accurate deliveries.
7. Respond to customer inquiries, provide product information, and assist with resolving customer account or order issues.
8. Track and expedite customer orders to ensure on-time delivery and customer satisfaction.
9. Process customer orders, purchase orders, and shipping instructions using UCC CGMAP system.
10. Coordinate with internal departments including Sales, Engineering, Accounting, and the Lansing factory/warehouse to ensure accurate order fulfillment and delivery.
11. Analyze supply chain conditions and recommend improvements related to lead times, purchase quantities, and procurement locations.
12. Support operational continuity by providing backup support for supervisors or managers and performing other related duties as assigned.
13. Other duties as assigned.
KNOWLEDGE, EXPERIENCE, AND SKILLS
1. 3 to 5 years’ Customer Service or related experience.
2. Good math aptitude and memory skills.
3. Exhibits knowledge of company products and services.
4. Must be organized and able to prioritize and manage multiple tasks.
5. Able to work with minimum supervision and make responsible decisions.
6. Possesses working knowledge of company policies, procedures and computer systems.
7. Maintain accurate and frequent customer information.
8. Assists in providing support to customers.
9. Good time management is required.
10. Excellent interpersonal skills, strong verbal and written communication skills.
11. Proficient in Microsoft Office business applications.
12. Ability to effectively manage multiple projects and tasks simultaneously.
13. Prioritizes and organizes own work to meet agreed upon deadlines.
COMPETENCIES
Interpersonal - effectively works with others; being cooperative; establishes appropriate business
relationships; displays political acumen and sensitivity.
Customer Focus – conveys sincerity, competency, and approachability with internal and external
customers; anticipates needs of the customer and effectively meets them; seeks feedback to ensure
expectations are met.
Team Dynamics – works effectively with the team to obtain optimum results, foresees and manages
conflict situations effectively; promotes cooperation, commitment, momentum and pride.
Analytical – integrates and synthesizes information to reach suitable conclusions.
Flexibility – adapts to change; willingly accepts changes to work assignments; removes barriers to
accelerate change.
Self-direction – demonstrates assertiveness by taking initiative and responsibility; uses own judgement
to solve problems and improve processes; maintains current knowledge in area of specialty.
WORK HOURS
Full time – Hourly Position
Monday – Thursday 8:30 a.m. – 5:00 pm
Friday 8:30 a.m. – 2:30 pm
PHYSICAL REQUIREMENTS
The physical requirements described here are representative of those that must be met by an employee
to successfully perform the essential functions of this job.
Physical requirements include good speaking, hearing and vision ability, excellent manual