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Kelly Services is currently hiring for a Customer Support Representative, (CSR,) to work at a Fortune 50 Aerospace and Defense company in Norton Shores, Michigan. The Frontline Customer Service Representative manages the customer experience while providing excellent customer service, quoting, order entry, logistics, and sales order prioritization. Daily and weekly reporting into SAP is required to monitor the health of the business.
Salary/Pay Rate/Compensation:
- $18.00 per hour
Shift:
- Monday thru Friday – 8am-5pm
- Hybrid (On-site & Remote) / modular setting while in office.
As a CSR your responsibilities include:
- Working within a group inbox to provide timely responses to customer orders, RFQ’s and all other inquiries.
- Professional communication with customers, both internal and external, via phone and email.
- Prioritizing customer response by level of urgency.
- Checking inventory daily for incoming repair parts and owed cores from customers.
- Checking Open Order, E-stock, RMA, Core and Add Bill reports daily to ensure parts are processing properly through every step.
- Researching and requesting additional information as necessary from customer, SAP (order entry/MRP system) or digital/physical files.
- Customer Core Management: Enter repair management orders, track, monitor, and send repair status updates, issue repair quotes and facilitate the return of customer’s part to the customer or provide an exchange unit.
- Front to back order entry, processing and final delivery to end customer.
- Coordinating with lead supervisor, manager and client on daily escalations.
- Coordinate with vendor representatives and inventory planners for part repairs and purchases.
Knowledge, Skills & Abilities Required:
- Excellent verbal and written communication skills.
- Must have strong attention to detail and exhibit excellent organizational skills.
- Ability to work under deadlines in a fast-paced work environment.
- Strong customer service background required in an industry that moves parts.
- Strong Microsoft Excel background required.
- Computer literacy required in Microsoft Office Suite, experience in CRM and SAP a plus.
- Logistics or Inventory Management experience preferred.
- High School Diploma is required; Bachelor’s degree is preferred.
