Customer Service Specialist

Do you have great customer service experience and are looking for a new opportunity? Knape & Vogt is looking for a Customer Service Specialist to join out industry leading team! Enjoy excellent pay and incentives at a company where you will be recognized and rewarded! 

Company Overview:  

Knape & Vogt Manufacturing Company is a 125-year-old company based in Grand Rapids. We are a global leader specializing in the design, manufacture and distribution of functional hardware, office and healthcare ergonomics and storage-related components for original equipment manufacturers, specialty distributors, hardware chains and major home centers. 

What’s In It For You? 

• Benefits including Medical/Dental/Vision plus many more starting Day 1
• Competitive Pay
• Generous Paid Time Off
• 11 Paid Holidays
• 401K with Company Match
• Tuition Reimbursement
• Employee Discount Programs
• Bonus and Merit opportunities

What Will You Get To Do: 

• Address all incoming calls, voicemails and emails received by Customer Service team in a timely and professional manner.  This includes, but is not limited to order inquiries, change orders, returns, credits, lead time requests, freight quotes, delivery changes and customer complaints 
• Follow up on all orders with issues or discrepancies to resolve issues in a timely manner as follows: 
• Communication to customers and/or sales team to resolve discrepancies on new Purchase Orders and finalize order once resolution is determined 
• Communication of all delayed/missed shipment information to customers and sales team. 
• Responsible to protecting KV’s interest in customer service level agreements (SLAs) 
• Project and/or Key Account coordination as assigned 
• Manage all daily work through Salesforce cases 
• Submit order/delivery correction requests in the form of credits and returns 
• Processing of Prototype Sample Orders (PSO) 
• Processing Engineering Change Orders (ECO) 
• Other duties as assigned, including order entry support as needed 

What Will You Bring: 

• Experience in Customer Service or related field
• High School diploma or GED  
• Intermediate skills in MS Word and Excel, with working knowledge of ERP systems, order management systems, Salesforce and EDI 
• Ability to handle multiple priorities efficiently and effectively 
•  Ability to communicate effectively across a diverse customer-base; good verbal and written communication skills and good interpersonal skills with ability to deal with individuals at all levels, both inside and outside the organization