Customer Service Representative (OM2)

Customer Service Representative

Location: Alpena, MI
Company: Omni Metalcraft, Distributor Division

About Omni Metalcraft

Omni Metalcraft has been designing and supplying high-quality conveyor systems, conveyor components, and material handling solutions for more than 40 years. Our Distributor Division partners with distributors and material handling suppliers throughout North America, delivering both standard and custom conveyor solutions backed by exceptional service and technical support.

We are committed to quality, innovation, customer service, and continuous improvement. Our employees play an important role in helping customers solve challenges and achieve success through reliable products and responsive support.

Position Summary

The Distributor Division of Omni Metalcraft is seeking a customer-focused and detail-oriented Customer Service Representative to support customers throughout the order process, from quotation through shipment. This role serves as an important connection between customers and internal departments, ensuring timely communication, accurate order processing, and a positive customer experience.

The ideal candidate enjoys helping customers, solving problems, and working collaboratively with cross-functional teams. This is an excellent opportunity for someone looking to build a long-term career in a growing manufacturing environment while developing valuable customer service, sales support, and operational skills.

Key Responsibilities

• Respond to customer inquiries by phone and email in a professional and timely manner.
• Prepare customer quotations and assist with product selection and application questions.
• Enter and process customer orders accurately within company systems.
• Provide customers with order status updates, shipment information, and delivery details.
• Resolve customer questions and concerns while ensuring a high level of customer satisfaction.
• Coordinate with Sales, CAD Design, Manufacturing, Project Coordination, and Operations to support customer needs.
• Maintain accurate customer records, order documentation, and correspondence.
• Follow up on open quotations, orders, and customer requests as required.
• Assist with continuous improvement initiatives related to customer service processes.
• Help deliver an exceptional customer experience throughout every stage of the customer relationship.

Skills Needed

• Strong verbal and written communication skills.
• Excellent customer service and relationship-building abilities.
• Strong organizational and time management skills.
• Attention to detail and accuracy.
• Ability to manage multiple priorities in a fast-paced environment.
• Problem-solving and critical-thinking skills.
• Proficiency with Microsoft Office applications and general computer systems.
• Ability to work effectively both independently and within a team environment.
• Positive attitude and willingness to learn.

Knowledge Required

• Understanding of customer service principles and best practices.
• General knowledge of business operations and order processing.
• Familiarity with quotations, customer orders, and documentation procedures.
• Understanding of professional communication practices.
• Knowledge of Microsoft Office applications.
• Experience with ERP or business management systems is beneficial but not required.
• Manufacturing, industrial, distribution, or material handling industry knowledge is helpful but not required.

Ability to Implement Skills and Knowledge

• Communicate effectively with customers and internal stakeholders.
• Accurately prepare quotations and process customer orders.
• Maintain organized records and documentation.
• Prioritize multiple requests while meeting deadlines.
• Resolve issues professionally and efficiently.
• Collaborate across departments to support customer satisfaction and operational success.
• Learn new products, processes, and systems quickly.
• Adapt to changing priorities while maintaining a high level of service and accuracy.

Preferred Qualifications

• Relevant education, training, or experience is beneficial. Equivalent combinations of education and experience will be considered.
• Previous experience in customer service, sales support, order processing, or manufacturing environments preferred.

Why Join Omni Metalcraft?

At Omni Metalcraft, you'll become part of a team-oriented culture where employees are valued, supported, and encouraged to grow. We believe our success is built on the talent, dedication, and ideas of our people. Whether you are building on previous experience or beginning a new career path, you'll have opportunities to learn, develop new skills, and make a meaningful impact.

Our employees enjoy working in an environment that values collaboration, accountability, innovation, and continuous improvement. We work together to solve challenges, support one another, and deliver exceptional results for our customers. As a stable and growing manufacturer with a strong reputation in the material handling industry, Omni Metalcraft offers the opportunity to build a rewarding long-term career while contributing to solutions that help businesses across North America operate more efficiently.

Benefits

• Competitive pay based on competency
• 100% employer-paid health insurance and HSA for employees
• Flexible paid time off and holidays
• 401(k) with employer matching
• Discretionary bonuses

Join Our Team

We are excited to welcome new talent to our team! If you are passionate about what you do and are looking for a dynamic and supportive work environment, we encourage you to apply. Join us and be a part of a company that values innovation, collaboration, and professional growth. We look forward to seeing how we can succeed together.