Customer Service Representative

Kelly has an exciting opportunity available for a Customer Service Representative in the Midland, MI area! The Customer Service Representative is accountable to interface with Customers and multiple Business and Functional partners to deliver exceptional service to customers and increase profitability. By building successful relationships, you will pull together and align multiple internal and external resources and capabilities to achieve customer satisfaction. The CSR will manage customer order activity, from initial contact with the customer, through material flow, until the product arrives at the correct time, with the correct product, with the correct equipment and correct paperwork to the customer. In the event of a service failure, The Customer Service Representative will initiate the corrective action for resolution of the failure and take the lead position in resolution for the customer. It is expected that the CSR knows what it takes to go above and beyond the daily activities to build customer loyalty and confidence.

PRIMARY RESPONSIBILITES

Order Management /

Processing:

CSRs are responsible for all activities that require a direct interface with the customer. They coordinate the service /support from other functions, inside and/or outside of the company, to ensure that customers receive the product exactly as requested, with proper documentation. This includes understanding the requirements of the customers, accurately entering order attributes, following up and prioritizing shipments (product allocation) based upon product availability, expediting shipments if necessary, initiating corrective action for resolution as required, and taking the lead position in resolution of issues on behalf of customers.

Order Processing :

Utilizing the ERP system and various order management tools, the CSR is expected to accurately and timely place routine or non-routine customer orders. The CSR typically works with a very complex combination of order scenarios, such as - multiple sourcing locations, International Trade, consignment, various modes of transportation, and hundreds of products. Many CSR's manage customer inventory, using telemetry or other automated systems, with a high degree of accountability. The CSR must understand and apply the various Business Service Standards to meet customer needs while supporting business and functional performance. This requires the ability to multi-task, with critical thinking skills.

Execute System and Technology Requirements:

Execute complex work processes through multiple systems and technology, including SAP, Rail Fleet System, Elemica, Telemetry, and Document Control System as examples. The integration of the system requires knowledge of Supply Chain Planning, Supply Chain Operations, Credit Management, Finance (Compliance/Audit) Tax, Intercompany Clearing House, and Invoicing. A high degree of systems knowledge and understanding is required.

Customer Advocate & Relationship Management:

Requires the desire and determination to meet and exceed customer expectations. Champions customer needs across all functions. Realizes and anticipates how events and trends are likely to affect the customer's future needs and satisfaction. CSRs meet the demands of customer requirements through appropriate sense of urgency, while managing competing priorities. They leverage internal and external resources to optimize customer satisfaction, while balancing against cost to serve objectives. Intimate with customer plans, objectives and demands, through account team activities, interactions, and occasional customer visits.

Problem/Issue Resolution:

Makes recommendations to leverage resources and capital to create business opportunities for Customer Success. Acts promptly to remove roadblocks while assessing multiple opportunities. This requires prioritization by impact, and accountability for taking actions that keep things moving forward. Demonstrates persistence in overcoming resistance. Leads conflict resolution to arrive at solutions. Uses knowledge of functional and business strategies to make decisions and take actions that improve performance in the area of responsibility.

Sales Support:

Align with the Commercial Organization to effectively provide support for their business strategies. Understand business planning and account team objectives. Support activities include, but are not limited to: Order Readiness facilitation, pricing template oversight/assistance, Evaluation/education on cost to serve, recommendation on best service options, Sample and lead follow up, Forecasting assistance, Metrics analysis, and Sales Trend Analysis. Knowledge/Skills Required Bachelor's Degree required; 1+ years relevant customer service experience preferred Willing and able to learn SAP and other technology and systems. Good interpersonal and organizational skills Ability to learn how to manage conflicting priorities Ability to proactively address customer issues, business requirements and identify areas for improving profitability Able to learn financial and legal compliance requirements Ability to work well within a team SAP R3 system knowledge of customer service related activities As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Why Kelly® Engineering? Your engineering skills are in demand, but how do you find the right fit? Easy. At Kelly Engineering, our team creates expert talent solutions to solve the world's most critical challenges. We connect you with leading organizations where you can collaborate on innovative projects, work with cutting-edge technologies and accelerate your growth. Whether you prefer the variety and flexibility of short-term projects or are looking for a long-term opportunity, we're here to guide you to the next step in your engineering career. About Kelly Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year. Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.