Job Description

Customer Service Representative
Location: Battle Creek, MI 
Shift: Monday - Friday 8:00 am to 5:00 pm


Position Overview:
A leading organization is seeking a self-motivated, energetic Customer Service Representative to work on-site at their facility in Battle Creek, MI. The CSR will serve as the primary contact for assigned fulfillment clients, ensuring that customer needs are met with accuracy, timeliness, and professionalism. Because this position allows access to key business information, confidentiality, tact, sensitivity, and professionalism are essential. In this role, you will be a critical link between customers and the internal operations team, becoming a subject matter expert on internal processes, systems, and client-specific requirements.


Key Responsibilities:

• Serve as the main point of contact for assigned fulfillment clients by phone and email.
• Process and track client orders, ensuring accuracy and timeliness.
• Prepare and complete monthly invoicing for fulfillment clients, tracking billing trends and preparing reports for leadership.
• Develop profitability and revenue-per-hour reporting to support business analysis; conduct invoice review meetings to resolve questions.
• Coordinate logistics activities including routing orders, arranging shipments, confirming delivery schedules, and collaborating with carriers/freight providers.
• Monitor shipment status, proactively address any issues or delays, and follow through on client concerns to ensure resolution.
• Collaborate with internal departments such as Production, IT, and Account Management to address client needs.
• Document and maintain accurate client records, order details, and communication logs.
• Support continuous improvement of processes and systems while assisting with the onboarding of new clients.

Required Qualifications:

• Minimum of 2–3 years’ experience in a customer service role with direct client contact.
• Proficiency with Microsoft Office (Excel, Outlook, Word) and the ability to learn new systems quickly.
• Strong written and verbal communication skills with a high level of organization and attention to detail.
• Ability to multi-task in a fast-paced environment with frequent interruptions.
• Demonstrated confidence, accountability, and problem-solving ability.

Preferred Qualifications:

• Prior customer service experience specifically within fulfillment, logistics, warehousing, or distribution environments.

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