Customer Service Representative
The Customer Service Representative provides advanced support to customers through various channels, including phone, email, and chat. This role is responsible for addressing a wide range of inquiries from simple questions to complex issues while ensuring high levels of customer satisfaction.
Job Details
Position Type: Non-Exempt
Work Location: Farmington Hills, MI
Key Responsibilities
Respond to customer inquiries promptly and professionally, ensuring a high standard of service and satisfaction.
Provide comprehensive and accurate information regarding products and services, enabling customers to make informed decisions.
Resolve pricing conflicts, work within the departments for support/resolution
Assist with manual order entry, processing, and tracking, ensuring accuracy and efficiency throughout the order lifecycle.
Maintain thorough and organized documentation of all customer interactions, ensuring clear records for future reference and analysis.
Collaborate with team members to enhance service quality.
Stay informed about product updates, company policies, and industry trends to provide customers with the most current information and solutions.
Identify and assess customer needs to deliver tailored solutions, enhancing the overall customer experience and fostering loyalty.
Assist in training and mentoring new and existing customer service representatives, promoting skill development and team cohesion.
Handle complaints, provide appropriate solutions, follow up to ensure resolution.
Collaborate with the accounting department to address and rectify invoice discrepancies, ensuring accurate billing and maintaining customer trust.
Use computerized systems for pricing, ordering, tracking, reporting, information gathering and/or troubleshooting.
Perform all other duties as assigned.
Skills/Competencies
Intermediate verbal and written communication skills.
Ability to follow written and verbal directions and interpret work instructions.
Ability to effectively solve problems and implement solutions.
Ability to work as part of a team effectively.
Qualifications
Required
Experience: Minimum of 2 years with customer service experience
About MacLean-Fogg
At MacLean-Fogg, you'll be part of a global manufacturing leader with a 100-year legacy of innovation and excellence. We partner with some of the world's most iconic brands to create high-quality fasteners, components, and engineered solutions for industries that shape the future. With the recent addition of Mallard Manufacturing, we've expanded into industry-leading gravity flow solutions for material handling. Here, your ideas and skills will make an impactdriving cutting-edge solutions, advancing sustainability, and helping build a better tomorrow. Join a collaborative team where your contributions matter and your career can thrive.
Why Join MacLean-Fogg?
At MacLean-Fogg, we are committed to supporting our employees with a comprehensive benefits package designed to foster growth, well-being, and financial security:
Competitive Compensation: Rewarding your expertise and contributions.
Health & Wellness: Comprehensive medical, dental, and vision plans with preventative care covered at 100%.
Financial Security: 401(k) with company match and profit-sharing opportunities.
Life and AD&D Insurance: Peace of mind with coverage that protects you and your loved ones.
Disability Coverage: Income protection during life's unexpected challenges, ensuring you feel supported.
HSA & FSA Plan Options: Flexible spending and savings options to help you manage medical expenses effectively.
Wellness Perks: Tuition reimbursement, wellness equipment rebates, and mental health support through Spring Health, offering free therapy sessions.
New Vehicle Supplier Discounts: Access exclusive savings on vehicles from leading manufacturers.
Work-Life Balance: Flexible benefits tailored to meet your family's needs.
Diversity & Inclusion at MacLean-Fogg
Various agencies of the United States Government require employers to maintain information on applicants pertaining to factors such as race, sex, and type of position for which an individual applies. The information requested is voluntary and is for compliance with certain record-keeping requirements. MacLean-Fogg is dedicated to fostering an inclusive and diverse workplace. We actively promote equal opportunity for all applicants, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristics. Discover more about your Equal Employment Opportunity rights as an applicant . If you require a reasonable accommodation to participate in our hiring process, please contact [email protected] .
Other details
Job Family Customer Service
Pay Type Hourly
Job Start Date Friday, March 21, 2025
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities
Please see job description for required skills.
