Customer Service / QC Support in St. Johns, Michigan at RAMPF Group Inc

The Customer Service Representative serves as a day-to-day customer contact, supporting the order process from initial inquiry and purchase order receipt through shipment and follow-up. The role focuses on responsive service and clear communication, providing timely, accurate information about pricing, order status, product availability, delivery timelines, and shipment tracking. In addition to these primary customer service responsibilities, the position provides backup support to Quality Control, assisting with laboratory testing, quality inspections, and documentation for raw materials and finished products in accordance with approved procedures and specifications.

Primary Functions and Responsibilities

· Respond promptly and accurately to customer inquiries about pricing and delivery timelines, providing clear communication and a positive customer experience.

· Review and process customer purchase orders, coordinating with internal teams to address order discrepancies.

· Issue customer order acknowledgments and prepare warehouse paperwork.

· Submit advance shipping notifications (ASNs) and provide shipment tracking information to customers.

· Coordinate with internal teams to communicate order changes or delays and follow customer concerns through resolution.

· Provide backup coverage for Quality Control during employee absences, vacations, or increased workloads, with customer service remaining the primary responsibility.

· When providing QC coverage, test and analyze raw material and finished polyurethane resin samples using approved laboratory methods and equipment in accordance with established procedures and specifications.

· As part of QC coverage, compile, document, and interpret test results to determine compliance with established product specifications.

· Support other customer service activities as needed and perform other duties as assigned.

Knowledge, Skills and Abilities

· Excellent verbal and written communication skills to address customer inquiries, explain order details, and proactively communicate changes.

· Strong customer service, active listening, and problem-solving skills, with consistent follow-through to resolve issues and maintain customer relationships.

· Attention to detail when reviewing orders, acknowledgments, shipping information, and customer records.

· Ability to learn and follow approved QC procedures, use equipment as trained, and document and compare test results against specifications during backup coverage.

· Strong organizational and time-management skills to prioritize customer requests, maintain accurate records, and meet deadlines.

· Ability to work independently and across departments, adapt to changing priorities, and balance customer service needs with backup QC coverage.

Minimum Qualifications

· 3-5 years of relevant experience in customer service, order processing, or a related customer support role.

· Self-assured and professional when communicating with customers and internal teams.

· Good mathematical and analytical skills, with the ability to verify order quantities and pricing, identify discrepancies, and accurately review numerical information in customer orders and QC records.

· Maintains a positive, professional, and solution-oriented approach under pressure.

Work Environment & Physical Requirements

• Office and warehouse environment, can lift up to 25 lbs
• Flexibility to work overtime, as required
• Travel, up to 25%