Customer Service Representative

Job Title: Customer Service Representative
Location: Portage, MI
Type: Contract
Compensation: $20-22.73/hr
Work Model: Hybrid – onsite and remote
Hours: 8-4:30 to 9-5:30 ET (candidate should have flexibility in start/end time as these will vary based on what they are supporting)

Responsibilities
• Provides customer services relating to sales, sales promotions, installations and communications. Ensures good customer relations are maintained and customer claims and complaints are resolved fairly, effectively, and in accordance with consumer laws.
• Develops organization-wide initiatives to proactively inform and educate customers.
• Develops improvement plans in response to customer surveys.
• Serves as the primary operational partner for assigned sales regions.
• Supports sales representatives by managing orders, resolving issues, coordinating with internal teams, and ensuring high-level customer service with accuracy and compliance.
• Processes and supports customer orders with accuracy and urgency.
• Researches and resolves order, pricing, delivery, and account-related issues.
• Coordinates with cross-functional teams including Operations, Contracts, Finance, Customer Service, Logistics, and Technical Support.
• Maintains accurate system records and follows established policies and procedures.
• Provides proactive communication and follow-up until requests are resolved.
• Identifies opportunities to improve processes and enhance the customer experience.

Requirements
• Bachelor's degree preferred.
• 2+ years of experience in customer service, sales support, account management, operations, or a related field preferred.
• Strong organizational skills and attention to detail.
• Excellent written and verbal communication skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and critical-thinking abilities.
• Proficiency with Microsoft Office and the ability to learn new systems quickly.
• Attention to detail and accuracy in work.
• Excellent sales partnership and communication skills (oral and written).
• Organization and time management skills.
• Autonomy in responsibilities; role has measurable metrics but how to meet metrics is up to the candidate.
• Learning-oriented, adaptable, and team mindset.

Nice to haves:
• Experience working in multiple systems and directly with sales representatives.
• Order management experience – systems such as JDE, SAP, Salesforce, Microsoft Suite.
• Prior success in high-volume transactional environments (banking, manufacturing, etc.).
• Forward-thinking approach to problem solving (proactive).

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

Ref: #558-Scientific