Customer Service Representative

This position is onsite: Hastings, MI

Position Summary:

Provides optimum Customer Service which exceeds customer’s expectations. Maintenance and enhancement of existing business and obtaining new business; to service the customer in one contact. Take personal responsibility for every order to ensure that the customer’s requirements are met from time of initial order receipt until the product is delivered, invoiced and the customer is satisfied.

Primary Accountabilities (Essential Duties):

• Communicates with customers by phone, email, fax or in person on order/delivery status, stock issues, change orders, and service issues. This includes internal customers.
• Reviews all problems or issues with the appropriate department(s) and helps to find a suitable resolution.
• Processes EDI as well as emailed, faxed, phoned, and written sales orders.
• Processes Daily load shipments and LTL orders. Coordinates with shipping department.
• Process Return Authorizations (RMAs.)
• Processes daily receiving, archives POD paperwork and assorted data entry.
• Be an expert on our product lines to provide product recommendations and technical advice to our customers.
• Make pro-active outside phone calls to prospective customers.
• Cultivate strong customer relationships to encourage trust and loyalty.
• Work with customers to better understand their needs and goals.
• Set and meet sales goals and objectives set by leadership.
• Support outside sales team.
• Assist the customer and/or Territory Sales Manager with any inquiry or problem concerning their orders. Provide prompt and efficient response and resolution to each inquiry; such inquiries or problems could involve quality, coordination of deliveries, availability of product, customer pricing and/or billing, etc.
• Ensuring that customers are satisfied with products or services.
• Troubleshooting common issues with a product or service
• Working with a team of CSRs and other departments to find appropriate solutions.
• Perform other duties as assigned.
• Coordinates customers' needs with other departments as required to ensure the need is met, i.e. special orders, shipping or production instructions.
• Liaison between departments internally to provide information in response to inquiries.

Position Requirement:

• High School diploma or GED
• Bachelor’s degree preferred or 3+ years’ experience in a similar role, including inside sales or Customer Service.
• Excellent communication skills, both verbal and written
• Proficient problem-solving and multitasking skill
• Team player and thrive in a collaborative team environment.
• Have a desire to learn and grow.
• Ability to promote teamwork among peers is a must.
• Ability to answer a high volume of calls and/or emails daily.
• Must use Microsoft programs such as Excel, Word, and Office
• Experience with SAP or an equivalent ERP system.

What we offer
Health & Welfare

• Medical, dental, and vision insurance plans for employees and dependents
• Health care & dependent flexible spending plans
• Free Life and AD&D coverage with supplemental coverage options
• Employee assistance programs focused on mental health

Financial Wellbeing

• Competitive compensation
• Bonus opportunities
• Generous 401(k) plan

Flexibility & Time Off

• Paid time off, including vacation, bereavement, jury duty, sick leave, disability, holidays.
• Hybrid & remote work opportunities available

Community & Personal Development

• Donation matching and time off to volunteer.
• Educational reimbursement

About Us
Gibraltar is a leading manufacturer and supplier of products and services for North American agtech, renewable energy, residential, and infrastructure markets. By building solutions that make life better for people and the planet, Gibraltar advances the art and science of engineering, science and technology to shape the future of comfortable living, sustainable power, and productive growing.
Guided by an inclusive, values-driven culture that celebrates and rewards different perspectives, we work together to create lasting positive impact on everyone our business touches. To learn more about what makes us #GibraltarProud, visit our website: www.gibraltar1.com

Gibraltar is an Equal Employment Opportunity Employer and gives all applicants for employment equal consideration regardless of race, color, sex, religion, national origin, arrest record, ancestry, age, physical or mental disability, sexual orientation, transgender status, genetic information, marital status, citizenship status, veteran status, pregnancy, or any other status protected by federal, state, or local law. Upon request and consistent with applicable laws, Gibraltar will provide reasonable accommodations to individuals with disabilities who need an accommodation to fully participate in the application process.