Customer Care Specialist - eCommerce at ITC – Hudsonville, Michigan

WORK FOR A 8-YEAR WEST MICHIGAN'S BEST AND BRIGHTEST COMPANIES TO WORK FOR® WINNER!

We are on the lookout for an Customer Care Specialist - eCommerce to join our talented Customer Care team. Could this be a match?

Let's start with some questions for you:

• Do you enjoy being the go-to problem solver for customers across phone, email, and online channels, ensuring every interaction is professional, timely, and accurate?
• Do you have at least two years of customer service experience (ideally in eCommerce or B2B/B2C environments) and take pride in getting the details right the first time with orders, pricing, and shipping information?
• Would you thrive in a fast-paced eCommerce setting where you’re responsible for accurately entering and reviewing orders, managing changes, cancellations, returns, refunds, and coordinating with shipping and quality teams to make things right for the customer?
• Are you comfortable navigating systems like ERP platforms, Shopify, shipping tools, and customer portals; and excited by the opportunity to continuously learn new products, software, and processes?
• Do you naturally balance empathy with sound judgment, using strong problem-solving skills to resolve issues within company policies, while collaborating with cross-functional teams to improve the overall customer experience?

If yes, keep reading! Let’s start with some perks that ITC provides our team members and then we will give you some background on the role.

Benefits

• Generous Paid Time Off and Holidays
• Medical Insurance with Priority Health (three options available)
• Dental Insurance with Delta Dental (two options available)
• Company Paid Life insurance
• Company Paid Short-Term Disability
• Generous 4% Match on 5% contribution to the 401k -- 100% vested!
• Performance Incentive Program
• Employer Sponsored Community Involvement
• Education Reimbursement, Job Enhancement Training, and LinkedIn Learning
• Pine Rest Employee Assistance Program and Calm Subscription for your family
• Birth/Adoption Leave
• ITC Pontoon Boat and RV Rental
• Well-Being Program and Education
• Voluntary Vision, Life Insurance, and Long-Term Disability available

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 most of 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!

SUMMARY

The Customer Care Specialist serves as the primary point of contact for consumers, business customers, dealers, and manufacturing partners across phone, email, and online channels. This role supports ITC by delivering professional, timely, and accurate customer service, providing product information and quotes, and ensuring precise order processing. The Specialist acts as a knowledgeable resource on ITC products, policies, and eCommerce platforms while maintaining a customer focused approach in all interactions.

CORE DUTIES

Customer Interaction & Support

• Serve as the primary contact for customers via phone, email, and online inquiries; route or transfer calls to appropriate departments as needed.
• Respond to questions regarding products, availability, pricing, promotions, and order status.
• Provide product quotes and recommend appropriate solutions based on customer needs and product compatibility.

Order Management

• Accurately enter, review, and confirm customer orders, ensuring all requirements are met prior to acceptance.
• Verify pricing, payment information, shipping methods, delivery timelines, and ship dates.
• Support post purchase activities, including order changes, cancellations, returns, refunds, and claims in coordination with Shipping and Quality teams.

Issue Resolution

• Troubleshoot customer concerns using critical thinking and sound judgment while balancing customer satisfaction with company policies.
• Resolve issues efficiently and escalate when necessary to ensure customer needs are met.

Cross Functional Collaboration & Continuous Improvement

• Collaborate with internal departments to identify trends, improve processes, and enhance the overall customer experience.
• Share customer feedback, product insights, and recurring issues with internal stakeholders to support continuous improvement initiatives.
• Maintain a working knowledge of ITC products, eCommerce platforms, and departmental policies and procedures.
• Demonstrate ITC’s Core Values in all interactions with internal and external customers.
• Perform other duties as assigned.

ITC is a growing, family-owned company built on thoughtful design, advanced manufacturing, and engineering excellence. Our culture is collaborative and hands-on, powered by people who care deeply about how products perform in the real world.

We partner with customers across the marine, RV, automotive, architectural, specialty vehicle, and workplace furniture industries to deliver solutions that elevate the end-user experience. Our expertise includes:

• RGB(W) lighting and intuitive control systems
• DC power and charging solutions
• Vehicle components and accessories
• Global manufacturing and distribution
• Integrated design and engineering support

Driven by an entrepreneurial mindset, our team brings energy, creativity, and precision to every stage of the process, from concept to production to performance. The result is a portfolio of solutions shaped by experience, built for durability, and designed to move industries forward.

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.

Education/Experience:

• High School or Equivalent
• Minimum of 2 years’ customer service experience required; B2C, B2B, eCommerce and contract manufacturing experience preferred.

Physical Demands:

• Typical office environment with prolonged periods of sitting at a workstation.
• Ability to view a computer screen for extended periods.
• Occasional light lifting (up to 20 lbs.) may be required.

Knowledge, Skills and Abilities:

• Attention to detail with the ability to pivot from task to task, while maintaining priorities.
• Effectively communicate in a clear and professional manner, both verbally and written.
• Experience using Syteline, Shopify, Ship Station, and customer web portals.
• Knowledge of LED lighting and/or marine and RV industries is a plus.
• Strong problem-solving skills with the ability to identify issues and recommend effective solutions.
• Proficiency in Microsoft Office Suite and the ability to quickly learn new software and tools.
• Ability to collaborate effectively with colleagues across departments and levels of experience.
• Solid understanding of customer service principles and best practices.