Customer Service Specialist

Job Details: Job Location: Mt. Pleasant

• Mt Pleasant, MI, Position Type: Full Time, Education Level: Associate's Degree, Salary Range: Undisclosed, Travel Percentage: Up to 5%, Job Shift: 1st Shift, Job Category: Aftermarket (Customer Service/Technical Service), Join a Legacy of Excellence and Growth! Since 1949, our company has built a reputation for stability, innovation, and delivering best-in-class foodservice equipment. We foster a culture of collaboration, integrity, and a growth mindset, where continuous development of our people, processes, and products drives success. Through empowerment, recognition, and development, we create opportunities for career advancement and personal growth. Here, teamwork is the foundation of our achievements—when you join us, you become part of a united team shaping the future. Bring your talent and passion and grow with us as we win together. The Customer Service Specialist II serves as the primary account support representative for assigned business customers and distributors. This position is responsible for managing customer accounts, processing and monitoring orders through an ERP system, coordinating with manufacturing, production, logistics, and supply chain teams, and ensuring timely and accurate order fulfillment. Success in this role requires experience supporting B2B customers within a manufacturing, industrial, OEM, distribution, or supply chain environment. The ideal candidate possesses strong account management skills, understands complex order processing, enjoys building customer relationships, and has the desire to grow into increasingly responsible customer-focused and commercial roles. This position is on-site. Major Accountability Account management responsibilities for assigned customers Enters, monitors and tracks customer purchase orders and communicates status to customer. Provides “Best in Class” customer support and services to our customers Key Tasks & Responsibilities Address incoming calls from customers and representatives and will handle all aspects of assigned accounts. Acts as liaison between customers, production and distribution departments related to specific customer. Provide account management for assigned customers, including monitoring stocking agreements to ensure appropriate stock is maintained, enter blanket orders to meet stocking agreements, and monitor lead times to ensure orders are entered timely. Foster strong relationships with customers, providing regular communication to multiple levels of the customer’s organization. Enters and tracks orders in our information/processing system. Aware of the status of account sales orders, product lead times, delivery schedules, equipment returns and replacements. Communicate clearly with customers through telephone and email, including inquiries and complaints about products and services. Required to take ownership of the customer’s account until a question is answered or an issue is resolved. Use sound judgement to resolve customer issues and in some cases offer replacement or upgrade accessories within the established dollar value range. Assist in training and mentoring less experienced Custom Service team members. Consistently operate in a manner that aligns to the Company Core Values. DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Qualifications

Specialized Skills, Knowledge & Abilities Required Qualifications Minimum 3 years of customer service, customer account management, order management, inside sales support, or account coordination experience in a manufacturing, industrial, OEM, distribution, logistics, supply chain, or related B2B environment. Experience managing customer accounts from order entry through shipment and delivery.

Experience utilizing ERP or order management systems such as SAP, Oracle, JD Edwards, Infor, Microsoft Dynamics, Epicor, Plex, AS400, or similar business systems. Proven ability to coordinate with cross-functional teams including production, planning, logistics, purchasing, shipping, and sales. Strong understanding of order processing, lead times, inventory availability, backorders, and shipping schedules.

Demonstrated ability to manage multiple customer accounts while maintaining accuracy and attention to detail. Advanced communication skills with the ability to build relationships and professionally support business customers. Intermediate Microsoft Excel skills, including filtering, sorting, and basic data analysis. High school diploma or equivalent required.

Preferred Qualifications

Associate's or Bachelor's degree in Business, Supply Chain, Operations, Communications, or related field. Experience supporting foodservice equipment, manufacturing products, durable goods, industrial products, refrigeration equipment, or other technical product lines. Experience working with distributor networks and dealer channels.

Experience in account management, inside sales support, customer operations, order fulfillment, or supply chain coordination. Demonstrated desire and capability to grow into advanced customer management, operations, sales support, or leadership opportunities. OUR BENEFITS: We believe that our people are one of our most valuable assets.

That’s why we provide our employees with a competitive benefits package that helps protect their health, income and lifestyle. Some offerings are dependent upon the role, work schedule, or location, and can include the following: Competitive wage Healthcare (medical, dental, vision) 401(k) savings plan Wellness Program Supplemental Health Plans Employee Assistance Program Training and Development Holiday Pay opportunities Employee discounts Paid Time Off (PTO) On-the-job training and skills development Basic Life Insurance Leave Program Employee Events and more… For more company information, visit www.

Delfield.com *The Delfield Company, LLC. in Mt. Pleasant, MI manufactures and markets a complete line of foodservice equipment for restaurants, hotels, and institutions (including prep tables, undercounter/worktop refrigeration, and blast chillers/freezers) and specializes in custom and reach-in refrigeration. The Welbilt Distribution Center provides logistics for the Welbilt family of brands across the globe.

The facilities in Mt. Pleasant are a division of Welbilt, Inc. The Delfield Company, LLC. is an equal opportunity employer which values diversity in the workplace. All applicants shall receive equal consideration and treatment in employment without regard to race, color, religion, ancestry, national origin, age, sex, marital status, familial status, medical condition, or any other status protected by law.

All recruitment, hiring, placements, transfers and promotions will be on the basis of individual skills, knowledge, abilities, and business need. This position is open to candidates who are authorized to work and reside in the following states: Alabama, Arkansas, Arizona, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Washington, West Virgina, Wisconsin or Wyoming.

Due to payroll, tax, and employment law requirements, applicants must be located in one of these states at time of hire. #Delfield #LI-Onsite #INDDELFIELD