COMPANY OVERVIEW

HexArmor® is a leader in developing some of the most advanced PPE solutions for your eyes, hands, arms, and body. At HexArmor®, we believe safety is not a luxury – it’s a necessity. Since day one, we have worked hand-in-hand with our customers to design innovative, high performance PPE that helps ensure workers return home in the same condition they arrived.  Our mission is to provide the protection that makes this possible, for every worker, everywhere.

SUMMARY

We are seeking a highly motivated Customer Service Specialist to join our growing team of professionals at HexArmor.  The Customer Service Specialist candidate would possess strong organizational skills, multi-tasking capabilities, and accuracy, as well as an impeccable attention to detail.  This person also must have exceptional phone etiquette and presence. The ideal candidate will have 2 years of general office experience with a focus on order processing and customer service; wholesale distribution business familiarity is preferred.

JOB DUTIES & RESPONSIBILITIES

• Enter customer and purchase information into ERP, verify accuracy
• Coordinate with sales, manufacturing, shipping and customers to ensure terms and delivery information is correct
• Provide customer service, keeping customers informed about the ordering process
• Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals
• Record information, update paperwork, or maintain documents, such as sales orders, return authorizations, invoices, etc.
• Communicate daily with sales, operations and warehouse departments
• Ensure all orders are shipped in a timely manner to meet internal service levels
• Ensure all invoices are sent to customers within 24 hours of shipment
• Cooperate and interact with various departments to resolve customer service issues
• Communicate with warehouse personnel regarding shipping/routing guide presented by customers
• Resolve customer inquiries and concerns professionally
• Communicate pricing and availability to customers, provide quotes as needed
• Manage EDI orders
• Enter and Invoice orders from customer portals
• Work with freight carriers to set up shipments, file claims for lost or damaged shipments
• Quote freight rates, provide estimates to customers or internal employees
• Generate international shipping documents including, proforma invoice, shippers letter of instruction, bill of lading, commercial invoice, packing list, certificate of origin

• Communicate customer incoterms and process orders to align with contracts
• Coordinate with brokers, freight forwarders, and other third parties to arrange shipments of goods between countries

EDUCATION AND EXPERIENCE

• High school diploma, Bachelor’s degree preferred

QUALIFICATIONS REQUIRED:

• 2 years of relevant experience Microsoft Office Suite
• SAP Business One knowledge is desired but not required
• Excellent verbal and written communication skills
• Professional & courteous phone etiquette
• Ability to succeed in a fast-paced environment
• Able to prioritize and multi-task
• Strong Customer Service experience is preferred

BONUS IF YOU HAVE

• Generate international shipping documents including, proforma invoice, shippers letter of instruction, bill of lading, commercial invoice, packing list, certificate of origin
• Prepare documentation, update files, file AES, and send documents to overseas offices for approval
• Communicate customer incoterms and process orders to align with contracts
• Coordinate with brokers, freight forwarders, and other third parties to arrange shipments of goods between countries

HexArmor is proud to be an Equal Opportunity Employer. We are committed to creating a workplace where all individuals are treated with dignity and respect. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable law.

At HexArmor, we believe diversity in people and ideas makes us stronger. We are committed to attracting and retaining a diverse employee workforce honoring people’s experiences, perspectives, and cultural backgrounds. As one HexArmor community, we strive to create and maintain a working environment that is welcoming, inclusive, and impartial.

If you require a reasonable accommodation during the application or interview process, please let us know.

** Employment offers are contingent upon an E-Verify check and the successful completion of a pre-employment drug screen and background check **

COMPANY SUMMARY

HexArmor® is a leader in developing some of the most advanced PPE solutions for your eyes, hands, arms, and body. At HexArmor®, we believe safety is not a luxury – it’s a necessity. Since day one, we have worked hand-in-hand with our customers to design innovative, high performance PPE that helps ensure workers return home in the same condition they arrived.  Our mission is to provide the protection that makes this possible, for every worker, everywhere.

JOB SUMMARY

The Customer Service Manager at HexArmor® will have an opportunity to oversee the seamless execution of global order fulfillment, ensuring exceptional customer service. Your leadership will play a crucial role in cultivating an exceptional customer experience, where service goes beyond expectations. We’re looking for a resourceful problem-solver who thrives in dynamic environments—someone with strong communication and organizational skills, systems management expertise, and the ability to multitask.

Join us in this pivotal position, where your ability to lead, innovate, and adapt will impact our operational success, customer loyalty, and organizational growth.

LOCATION

(Onsite) HexArmor Headquarters in Grand Rapids, MI – 640 Leffingwell Ave. NE Grand Rapids, MI 49505

JOB RESPONSIBILITIES

Order Management and Fulfillment

• Manage the fulfillment cycle from order receipt to delivery, ensuring timely and accurate processing
• Oversee inventory levels and collaborate with supply chain to manage stock and proactively address potential shortages
• Manage priorities and updates for sample and order processing

Customer Service

• Provide general support to customers, handling inquiries and requests through various communication channels
• Track and prioritize customer interactions and issues, working with internal teams to resolve and respond ensuring customer satisfaction
• Work with internal teams to address and resolve customer concerns, aiming for overall satisfaction
• Hands-on leader who supports daily CSR workflows, escalations, and workload balancing

Shipping and Logistics Coordination

• Coordinate outbound shipments for optimal logistics methods to balance cost and efficiency targets
• Collaborate with warehouse management and shipping partners to update delivery status coordination

Data Management and System Improvement

• Keep customer and order data up to date in SAP, ensuring accuracy
• Manage and refine forecasting tools in JIRA based on business needs
• Identify and implement enhancements within our processes and systems to improve operational efficiency

People Leadership and Team Development

• Demonstrated experience leading, coaching, and developing a team of Customer Service Representatives in a fast-paced environment
• Proven ability to onboard, train, and ramp new CSRs while maintaining service levels
• Strong coaching mindset with experience conducting regular 1:1s, performance reviews, and development planning
• Ability to motivate, engage, and retain a high-performing customer service team
• Experience addressing performance issues constructively and managing corrective action when needed

QUALIFICATIONS

• Proven experience in customer support, order management, or a similar role, with a strong focus on customer service excellence.
• Proficient in computer skills, particularly in Excel and Tableau platforms, with the ability to work with complex datasets and systems.
• Experience in systems such as SAP Business One, JIRA, Warehouse Management Software as well as shipping software is preferred.
• Strong analytical skills with the capability to assess customer needs and improve service delivery and inventory management processes.
• Strong knowledge of Key Performance Indicators (KPIs), including:
• Customer Satisfaction Score
• Order Processing Time
• Order Accuracy
• Rate of Returns
• Perfect Order Rate
• Excellent communication and coordination skills, capable of working effectively with customers and internal teams across time zones
• Demonstrated ability to manage people and prioritize multiple tasks in a fast-paced environment
• Knowledge of shipping and logistics best practices, with experience coordinating with major carriers and managing logistics strategies
• Ability to support and lead a team of Customer Service Representatives

EDUCATION AND EXPERIENCE

• BS degree preferred
• 5-7 years of Order Management and Customer Service experience

HexArmor is proud to be an Equal Opportunity Employer. We are committed to creating a workplace where all individuals are treated with dignity and respect. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable law.

At HexArmor, we believe diversity in people and ideas makes us stronger. We are committed to attracting and retaining a diverse employee workforce honoring people’s experiences, perspectives, and cultural backgrounds. As one HexArmor community, we strive to create and maintain a working environment that is welcoming, inclusive, and impartial.

If you require a reasonable accommodation during the application or interview process, please let us know.

** Employment offers are contingent upon an E-Verify check and the successful completion of a pre-employment drug screen.