Customer Care Specialist

1 day ago

Hudsonville, United States ITC Full time

Job Type

Full-time

Description

WORK FOR A 6-YEAR WEST MICHIGAN'S BEST AND BRIGHTEST COMPANIES TO WORK FOR® WINNER

Are we a match?

From day one, employees are made to feel valued as part of the ITC team. With respect for diverse perspectives, experiences, and talent, we're proud to both develop from within and welcome newcomers, creating a dynamic group of individuals who expand our viewpoints. We encourage growth and value input from every team member. Entrepreneurial spirit thrives here, bringing innovations and unmatched energy to all we do. Together, we're greater than the sum of our parts.

  • Do you have a knack for building strong relationships and take pride in being the go-to person for customer solutions?
  • Are you an organized multitasker who enjoys coordinating with different departments to ensure customer satisfaction?
  • Are you someone who thrives on problem-solving and gets satisfaction from turning customer challenges into success stories?
  • Would you enjoy being part of a dynamic team where you can make a real impact on customer relationships and business growth?
  • Are you able to work onsite at our Hudsonville, Michigan location at least three days per week after a 6-month fully onsite training period? This is a requirement.
You're still looking at the posting...great Let's dive into some perks that ITC provides (they're pretty great if we do say so ourselves) and then explore the nitty gritty.

DISCOVER A CAREER YOU LOVE

Benefits

We offer generous paid time off, holidays, competitive health insurance, dental insurance, life insurance, a 100% vested 401k with match, short term disability, education reimbursement, performance incentive program, LinkedIn Learning, the Calm app, employer sponsored community involvement opportunities, company events, ITC Well-Being program, employee assistance program, birth/adoption leave, ITC pontoon and RV rental, and voluntary benefit programs including vision, long term disability, and additional life insurance.

Looking to learn, grow and advance in your career? At ITC, each employee gets 12 hours annually of paid job enhancement training completed during the work day.

Flexibility

We understand family commitments may lead to work interruptions. At ITC, you'll have the flexibility to take care of important family matters. Plus, we offer hybrid work opportunities for our office team, making it easy to find the work-life balance you're looking for.

Amazing Culture

Our team loves working hard and having fun With frequent small events and company wide gatherings, we understand the importance of relaxation and team building. We're big on respect, and we ensure a workplace free of any discrimination or exclusion.

ITC also teaches and uses the 5 Languages of Appreciation so we can recognize people the way that works best for them. We often hear it's our culture that keeps people here. It's kind of a big deal

ABOUT THE JOB

SUMMARY

The Customer Care Specialist acts as the primary point of contact for an assigned set of customers and ITC's Account Managers. This includes quoting new projects, order entry, resolving issues related to product orders, delivery, and quality, while coordinating with Purchasing and Production teams to ensure customer needs are met.

CORE DUTIES
  • Responsible for timely and accurate processing of customer orders including ensuring all requirements can be met prior to acceptance, order entry, modification, and status updates.
  • Prepare price quotes, process sample orders, and follow through the process with sales to assist in securing new sales.
  • Collaborate with sales, manufacturing, and shipping departments to ensure customer satisfaction.
  • Communicate with assigned customer base on any inventory shortages, and work with internal departments to find an acceptable solution.
  • Manage customer accounts including customer portal software (when applicable) and customer-specific pricing in ERP system.
  • Assist in forecasting customer demand for capacity planning.
  • Notify customers about engineering changes to products.
  • Process returns and warranty claims according to company policies.
  • Resolve both external and internal customer concerns and complaints professionally and efficiently, providing appropriate solutions and follow-up.
  • Respond promptly to customer inquiries and provide accurate information about products, services, and order status.
  • Use analytical and critical thinking skills to achieve solutions which are satisfactory to both our customer and ITC.
  • Demonstrates ITC's Core Values in daily interactions with internal and external customers.
  • Travel with the Account Manager to visit assigned Midwestern customers or industry events is expected periodically.
  • Other duties as required.
ABOUT ITC

ITC is a rapidly growing, family-owned business with a friendly, energized, and team-oriented work environment. By focusing on talented people, advanced manufacturing, and superior engineering, ITC has become a leader across our industries, creating thousands of products for customers who demand impeccable performance.

With a broad range of customers spanning the marine, RV, automotive, architectural, specialty vehicle, and workplace furniture industries, we're experts in:
  • RBG(W) lighting and control
  • DC Power & Charging Solutions
  • Vehicle Components & Accessories
  • Global Manufacturing & Distribution
  • Design & Engineering
Entrepreneurial spirit thrives here, bringing innovations and unmatched energy to all we do. From design, to production, to product performance, our solutions are shaped by our specialized experience and unique team.

ITC is committed to providing employment opportunities to all qualified applicants without regard to race, color, creed, genetic information, religion, national origin, gender, sexual orientation, gender identity and expression, age, disability, or veteran status. All employment decisions are based only on valid job requirements.

Want more info? Visit our website to apply today.

Requirements

JOB DESIRABLES AND REQUIREMENTS

Education/Experience:
  • High School or Equivalent
  • Minimum of 4 years of business-to-business customer service experience, ideally in manufacturing or a similar industry.
Physical Demands:
  • Physical demands are those of a typical office environment.
  • Ability to remain seated at a workstation for extended periods.
  • Capable of viewing a computer screen for prolonged periods.
  • May occasionally require light lifting (up to 20 lbs).
  • Currently offering a hybrid schedule of 3 days on site (Hudsonville) and 2 days in a home office following a six-month period of on-boarding consisting of 5 days a week on site.
Knowledge, Skills and Abilities:
  • Attention to detail with the ability to pivot from task to task, while maintaining priorities.
  • Basic math skills for processing orders and calculating quantities.
  • Effectively communicate in a clear and professional manner, both verbally and written.
  • Experience with Infor Syteline, CRM sales and customer management software, EDI, and customer web portals.
  • Knowledge of LED lighting and/or marine and RV industries is a plus.
  • Familiarity with AI order entry automation a plus.
  • Problem-solving and analytical thinking skills to identify issues and recommend effective solutions.
  • Proficient in Microsoft Office Suite, and ability to learn and become proficient with new software and work tools.
  • Strong collaboration skills to work effectively with colleagues across different departments and levels of experience.
  • Understanding of customer service principles and practices.


Salary Description

$24.11 to $29.75 per hour

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